Customer Service Associate Supervisor (Bethany Residence)

Thrive Group Canada; Burlington; On-site; CAD 33,000 - 36,000; Full time

Benefits offered by this job

Ongoing education opportunities

Tuition reimbursement opportunities

Employee Assistance Program

Job summary

AbleLiving Services, part of Thrive Group, invites applications for a Temporary Full-Time (12 Months) Customer Service Associate Supervisor. Under the direction of the Manager, you will lead the CSA team, coordinate onboarding, scheduling, and redeployment, and oversee service delivery to clients and stakeholders.

You will respond to inquiries, manage complaints, and ensure high-quality, customer-centered service.

Qualifications

• College diploma in business administration or related field preferred.
• Proven ability to achieve high levels of customer service and a solution-focused approach.
• At least two years of administrative experience; leadership experience is a plus.
• Experience with scheduling systems and data collection software preferred.
• Knowledge of HR practices, labour laws, and accessibility standards is an asset.
• Experience in a non-profit/community setting is preferred.
• Strong written and verbal English communication skills.
• Excellent organizational skills with high accuracy and multitasking ability.
• Valid driver’s license and reliable transportation preferred.

Responsibilities

• Lead and coach CSA team; oversee onboarding and supervision.
• Coordinate client and staff engagement, scheduling, and redeployment.
• Process applications, referrals, and preliminary screenings; manage risk.
• Handle customer service, reception, complaint management, and documentation.
• Triage calls and emails; be the first contact for clients and partners.
• Provide training and orientation to new CSAs; ensure service excellence.

Skills

Customer service

Supervision

Scheduling

Onboarding

Microsoft Office

Communication (English)

Organization

Driver's license

Education

College diploma in business administration or related field

Tools

Scheduling systems

Data collection software

Microsoft Suite

Job description

AbleLiving Services is hiring a Temporary Full-Time (12 Months) Customer Service Associate Supervisor to join our Team!

If you are an individual who values Teamwork, Honesty, Respect, Innovation, Versatilityand Excellencethen we would like to hear from you!

AbleLivingServices is part of the Thrive Group. We are a not-for-profit organization that provides services funded through Ontario Health. AbleLiving opened its doors in 1978 with the first project being our Binbrook location. We continue to build the organization and provide exceptional services with the support from Ontario Health. Our Binbrook location provides supports for individuals with disabilities, seniors, as well as those with long term chronic ventilation support needs.

Thrive Group is proud to be certified as one of Canada’s Great Places to Work®! In addition, we have been recognized an awarded as:

• 2026 BestWorkplaces with the Most Trusted Executive Team
• 2026Top 50 BestWorkplaces in Canada
• 2026 BestWorkplaces for Women

We’re thrilled to be acknowledged for our commitment to creating an exceptional workplace!

Position Summary:

Under the direction of the Manager or delegate, this position is responsible for providing a variety of leadership, administrative, customer service and scheduling functions. The position provides coaching, development and oversite to the CSA team. Key responsibilities include coordinating various aspects of client and staff engagement including onboarding and customer service, scheduling, cancellations and redeployment of staff and emergency coverage for temporary staff absences. The role processes applications and referrals for client service, including preliminary screening, consent, and risk management. Provides customer service and reception functions, including complaint management, prioritization of duties, document management, memos, emails, and processing a variety of reports. Responds to general enquiries about services, directing callers to the appropriate person when necessary. Responsible for and oversees triaging all calls and emails from stakeholders to the appropriate person. Is the first point of contact for clients and external partners, responding to service inquiries as assigned. Provides supervision and support to the CSAs to ensure a high-quality, customer-centered, solution-focused approach to service provision. Responsible for providing initial training and orientation to all new CSAs

Qualifications:

• College diploma in business administration or related field preferred.
• Proven ability to achieve high levels of customer service and have a solution-focused approach to service are essential for this position.
• Must have at least two years of administrative experience and be proficient in using the Microsoft Suite.Previous leadership experience is beneficial.
• Previous experience working with scheduling systems and data collection software is preferred.
• Knowledge of human resources practices, labour laws, the Employment Standards Act, and Accessible Customer Service Standards is an asset.
• Experience working within a community-based, non-profit environment preferred.
• Must be proficient in English and be able to communicate effectively both verbally and in writing.
• Must possess excellent organizational skills, be able to maintain a high level of accuracy, attention to detail, and multitask effectively.
• Should possess a valid driver’s license and a reliable means of transportation.

Interested in bringing your talent to our team? Here is what we offer:

• Ongoing opportunities for education, training, development, and growth
• Tuition reimbursement opportunities
• Employee Assistance Program

Job Type: Temporary, Full-Time (40 hours a week)

Pay Range: $24.00 - $26.49 per hour

*Compensation is set in accordance with experience and qualifications.

We are currently hiring to fill an existing/new position on our team. While we thank all applicants for their applications, only those advancing to the interview stage will be contacted

At Thrive Group, we embrace equity, diversity, and inclusion. Our commitment to this is directly linked to our organizational values of Teamwork, Honesty, Respect, Innovation, Versatility, and Excellence. Thrive Group strives to attract, develop, and retain a workforce that is as diverse as the residents, clients, and customers we serve, and is committed to providing an accessible candidate experience through the recruitment and selection process. Should you require accommodation through any stage of the recruitment process, please contact the Human Resources Department at 289-309-8477 or email [e-mail]