Customer Service Specialist

YMCA of the National Capital Region; Ottawa; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Free gym membership

Discounted program fees

EFAP access

Health insurance

Dental insurance

Disability insurance

Pension plan

Vacation days

Maternity leave

Job summary

The YMCA of the National Capital Region seeks a Customer Service Specialist to deliver information and referrals on employment, trades, immigration, settlement, and community resources. You will conduct intake, orientation, and data entry, greet clients, assist with online applications, and support program referrals while maintaining confidentiality and a welcoming environment.

This full-time role requires bilingual English and French abilities, attention to detail, and a commitment to our core

Qualifications

• Post-secondary education in a related field.
• Fluent in English and French, oral and written essential.
• Experience with newcomers or immigrants.
• Knowledge of immigrant settlement services for newcomers to Canada.
• Excellent organizational skills and detail-oriented.
• Applicants must already have a valid permit to work in Canada.
• Criminal Reference Check for the Vulnerable Sector, not more than 6 months old.

Responsibilities

• Greet participants in person and over the phone in a pleasant and friendly manner.
• Provide orientation and resources to new participants, highlighting services offered.
• Assist participants with information searches and online applications.
• Perform administrative duties, including data entry and statistics tracking.
• Provide intake to EO and LARC and refer to relevant programs.
• Support retention efforts by coordinating with Stream C clients and monitors.
• Collect documents and ensure government forms are completed and signed.

Skills

Bilingual English/French

Experience with newcomers

Organizational skills

Attention to detail

Education

Post-secondary education in a related field

Job description

As one of the largest charitable community service organizations in Canada, the YMCA of the National Capital Region responds to critical social needs in the community and works to provide lasting solutions. Serving thousands of people across our region annually, we are a leader and valued partner in creating a vibrant and healthy community where everyone belongs and can reach their full potential. This position requires a commitment to the Y mission and core values of responsibility, honesty, caring, respect, and inclusion, which form the foundation of all Y programs and services.

Vacancy Status:

This job posting is for an existing vacancy. This is a full-time permanent position.

Working for the Y

Are you looking to use your skills and unique gifts to make a real difference in your community? The YMCA of the National Capital Region is a great workplace committed to diversity, equity, and inclusion, where different backgrounds, experiences, and identities are appreciated and celebrated. The YMCA provides hundreds of employees with meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. We recognize the contributions of our staff through innovative practices, great benefits, and growth opportunities. Whether you are starting out in your career or a seasoned professional, you will find many exciting opportunities to achieve your personal and career goals. Some of the benefits of working for the Y include:

What we offer

At the Y, you will be part of a vibrant and diverse network of people whose shared vision is to change lives and make our communities home to the healthiest children, teens, adults, and families.

Our competitive wage and benefit package include:

• Free YMCA gym membership;
• Discounted Y program fees (including health & fitness programs, child care, and camps);
• Access to our YMCA Employee and Family Assistance Program (EFAP) including free, immediate, confidential assistance and counselling for you and your family members for mental and physical health, and financial advice, among other 12 suites of services;
• Health and Dental Insurance;
• Long-term Disability and Life Insurance;
• Access to our Canadian YMCA Retirement Fund pension plan;
• Up to 25 vacation days per year including two float days, and one birthday vacation;
• Maternity leave benefits for up to 18 months.

*Some benefits may vary based on employment terms

What do you offer?

The Customer Service Specialist will provide clients with accurate information and appropriate referrals on matters related to employment, trades, immigration, settlement, and community resources on a drop-in basis. Perform duties of needs assessment and orientation; determining the needs of Newcomers and referring them to internal and/or external programs to best assist them. Perform reception duties; answering phones and emails, triaging and directing clients to appropriate services/people. Perform administrative and data entry duties. Provide intake to EO and make proper referrals to other programs. Provide intake to LARC and make proper referrals to other programs. The Customer Service Specialist will support the Retention Specialist position in connecting with Stream C clients for any upcoming monitors. Staff will need to collect documents such as pay stubs and other sensitive documents as per the program's deliverables and contractual obligations. Data entry in Case flow will also be required.

Some of the tasks of this position include:

• Providing strong customer service by greeting participants in person and over the phone in a pleasant and friendly manner.
• Providing orientation and resources to new participants, highlighting services and programs offered in the centre.
• Assisting participants in the use of computers and other techniques to conduct information searches, online applications, resume tools, online training tools, etc.
• Assisting with administrative duties, including tracking statistics, filing, and ensuring all government forms completed by participants are fully completed and signed off.
• Providing the appropriate immigration forms using government guidelines and referring clients to the appropriate employment services and settlement agencies.
• Assisting with outreach to community agencies, sending out flyers and posters to distribution lists, participating in community events with other staff, and staffing booths at events.
• Assisting participants with their job search by accessing resources and tools needed to meet their employment goals.

What qualifications and abilities are we looking for?

At the YMCA of the National Capital Region, we strive to ensure our employees are a fit based on their strengths, interests, and future goals.

The successful candidate will have the following:

Education

• Post-secondary education in a related field

Language

• Fluent in English and French, oral and written essential
• Other languages are a strong asset

Experience, Skills and Abilities

• Experience working with newcomers or immigrants, or working in a multicultural environment
• Knowledge of immigrant settlement services and programs offered for newcomers to Canada
• Excellent organizational skills and detail-oriented

Additional Requirements:

• Applicants must already have a valid permit to work in Canada.
• Criminal Reference Check for the Vulnerable Sector, not more than 6 months old is required.
• Annually, staff must complete the mandatory training for the protection of Children & Youth and submit the certificate of completion.

Core Competencies:

• Excellence: Identifies and implements improvements that enhance work quality.
• Compassion: Involves warmth and supportive communication. Fosters understanding and collaboration, leading to a positive work environment.
• Dignity: Involves respecting every individual’s worth, promoting fairness and valuing perspectives. It encourages a culture of integrity, mutual respect, and empowerment.
• Accountability: Manages tasks, projects, and processes effectively.
• Inclusion: Demonstrates self-awareness and commitment to IDEA, ethics, and well-being.

About diversity and inclusiveness at the Y:

Inclusivenessis a part of our core values and we are committed to ensuring the diversity of the people and communities we serve and as well as our staff. We welcome candidates from racialized groups, invisible minorities, Indigenous People, women, persons with disabilities, persons who identify as 2SLGBTQ+.

YMCA of the National Capital Region is committed to accessibility in employment and to ensuring equal access to employment opportunities for candidates, including persons with disabilities. In compliance with AODA, the YMCA will endeavour to provide accommodation to people with disabilities in the recruitment process upon request. If you are selected for an interview and require accommodation due to a disability during the recruitment process, please email [e-mail] upon scheduling your interview.

All internal applicants must inform their supervisor of their intention to apply for the position.

Thank you for your interest in joining the YMCA of the National Capital Region. We appreciate all applications. Due to the volume of applicants, we are only able to contact those selected for further consideration in the hiring process.

The YMCA of the National Capital Region is committed to being an Equal Opportunity Employer.