Client Care Advisor - Permanent Full-Time

Mount Pleasant Group; Oshawa; On-site; CAD 52,000 - 56,000; Full time

Benefits offered by this job

Comprehensive benefit plan

Wellness & spending accounts

Pension plan with employer match

Education assistance program

Annual engagement surveys

Career development opportunities

Job summary

Mount Pleasant Group is hiring a Client Care Advisor at Thornton Cemetery in Oshawa, Ontario. The role focuses on engaging families, gathering feedback, and serving as the primary contact for client inquiries while maintaining a compassionate, professional approach.

You will use Navision to support outreach, document interactions, and contribute to continuous improvement. The position requires a two-year Business diploma and a valid G license, with a strong emphasis on accuracy and empathy in

Qualifications

• Two-year college diploma in Business or related discipline.
• Valid Ontario G drive's license with acceptable abstract and vehicle for site visits.
• Compassionate and professional communication for families.
• Clear and legible handwriting for handwritten correspondence.
• Strong commitment to customer service excellence and continuous improvement.
• High attention to detail and accuracy in all tasks.
• Exceptional interpersonal and communication skills for teamwork.
• Proficiency with Windows and MS Excel, Word, Outlook.

Responsibilities

• Engage with families after MPG services to gather feedback and provide continued support.
• Serve as primary contact for client inquiries and concerns to maintain satisfaction.
• Listen actively to understand client needs and escalate complex issues appropriately.
• Handle high volumes of calls professionally with empathy and efficiency.
• Use Navision to generate and cross-reference reports for outreach.
• Write and send handwritten cards daily to sustain meaningful connections.
• Document all client interactions thoroughly for clear records.
• Provide actionable feedback to improve processes and client experience.

Skills

Client engagement

Customer service

Communication

Handwriting

Attention to detail

MS Excel

MS Word/Outlook

Time management

Teamwork

Education

Business diploma

Tools

Navision

Job description

Client Care Advisor - Permanent Full-Time

Regular Full Time Oshawa, ON, CA

Salary Range: $52,332.00 To $55,951.00 Annually

Requisition Number: 1340

Terms of Employment: Permanent, Full-Time

Location: Thornton Cemetery

Employment Address: 1200 Thornton Rd N, Oshawa, ON L1H 7K4

Hours of Work:

• Week 1 - Monday to Saturday
• Week 2 - Monday to Thursday
• 8:30 am to 5:00 pm

Vacancy: 1

Hiring Range: $52,332 to $55,951 annually

About Mount Pleasant Group:

Mount Pleasant Group (MPG) is a not-for-profit organization that has been dedicated to serving families in the Greater Toronto Area since 1826. MPG comprises of two affiliated entities: the Mount Pleasant Group of Cemeteries (MPGC) and Canadian Memorial Services (CMS). Together, they deliver comprehensive death care services with compassion and professionalism. MPGC owns and operates ten cemeteries and four crematoriums across the GTA, while CMS provides funeral services at nine locations, including funeral centres within MPGC cemeteries and standalone facilities known as The Simple Alternative. As a trusted community partner and environmental steward, MPG is committed to innovation, leveraging new trends and advancements in technology while upholding our long-standing values. Our team takes pride in the meaningful work we do every day, helping families navigate life's most challenging moments with care and respect.

Our Vision: A world where dignified, inclusive, innovative and trustworthy death-related planning and care are accessible to everyone.

Our Mission: MPG will serve the diverse clients and communities of yesterday, today and tomorrow with excellence and compassion to meet all their death care needs.

At Mount Pleasant Group, we believe our strength lies in the passion and diversity of our people, and we deeply value the unique skills, perspectives, and experiences each individual brings to our team. We are committed to fostering an environment where everyone feels respected, supported, and empowered to be their authentic selves. By embracing inclusivity, we aim to build a workforce that collaborates meaningfully and reflects the richly diverse communities we are privileged to serve. We encourage individuals of all backgrounds, experiences, and identities, including those from underrepresented groups, to apply and join us in advancing our commitment to diversity, equity, and inclusion.

What we offer:

• Comprehensive benefit plan including medical, dental, vision, disability, life insurance, and a health care spending account
• Wellness resources and benefits including a wellness spending account
• Defined contribution pension plan with employer match
• RRSP & TFSA options
• Enhanced Employee Assistance Program (EAP)
• Internal training and development opportunities, including job shadowing and a mentorship program, and access to an Educational Assistance Program
• Annual Employee Engagement Surveys and Annual Employee Townhalls
• Salary increases, in accordance with company policy

About the Position:

We are looking for a Client Care Advisorto join our team at Thornton Cemetery.

The successful candidate will be required to:

Client Engagement & Client Care

• Contact families after they have received MPG services to gather feedback, offer continued support, and foster trust in the organization.
• Serve as a primary point of contact for client feedback, inquiries, and concerns, maintaining client satisfaction as the guiding principle in all interactions.
• Actively listen to clients to understand their needs, clarify concerns, and provide accurate information or solutions, escalating complex issues to the appropriate department or management as necessary.
• Handle a high volume of outbound and inbound calls in a professional, empathetic, and efficient manner while maintaining accuracy and attentiveness.

Administrative & Support Functions

• Use the Navision system to generate and cross-reference reports for accuracy before initiating client outreach.
• Write and send personalized, handwritten cards daily to maintain meaningful connections with clients.
• Document all client interactions thoroughly and accurately in the appropriate system to ensure clear and detailed records.
• Provide actionable feedback and suggestions to improve processes and enhance the client experience.

Other:

• Additional duties as assigned that fall within the scope of the role as assigned by the Manager, Cemetery Services.

Qualifications:

• A two (2) year college diploma in Business or other related disciplines; or equivalent combination of work experience, training and education.
• A valid Ontario “G” driver’s licence, acceptable driver’s abstract and vehicle for site visits.
• Compassionate and professional communication skills with the ability to provide a comforting tone when interacting with families.
• Clear and legible handwriting for handwritten correspondence.
• Strong commitment to customer service excellence, with a focus on continuous improvement.
• High attention to detail and accuracy in all tasks.
• Exceptional interpersonal and communication skills, with the ability to collaborate effectively as a team player.
• Proven ability to manage multiple tasks efficiently in a dynamic and fast-paced office environment.
• Intermediate proficiency of Windows and MS Excel, Word, and Outlook.
• Familiarity with organizational operations and services, demonstrating a well-rounded understanding of the company’s various facets.

Transparency in Our Hiring Process: Mount Pleasant Group’s recruitment process may utilize artificial intelligence (AI) tools to assist in the initial screening and matching of applications to job requirements. These tools are designed to support efficiency and consistency in reviewing applications. All hiring decisions are made by our recruitment team, in conjunction with the respective hiring manager. If you have questions regarding this process or require an alternative review method, please contact us.

The deadline for applications is September 22, 2026