Customer Service Specialist - Employment Access Centre (FT Contract)

YMCA of the National Capital Region; Ottawa; On-site; CAD 40,000 - 55,000; Full time

Job summary

A community service organization in Ottawa seeks a Customer Service Specialist to provide support for newcomers and assist with orientation and resource referrals. The role demands strong customer service skills, fluency in English, and proficiency with Microsoft Office. The ideal candidate will have post-secondary education and experience in a multicultural environment. This position includes a competitive wage and comprehensive benefits package.

Benefits

Free YMCA gym membership

Health and Dental Insurance

Up to 25 vacation days per year

Qualifications

• Experience in a multicultural environment is preferred.
• Knowledge of immigrant settlement services is an asset.
• Ability to provide strong customer service over the phone and in person.

Responsibilities

• Provide accurate information and referrals to clients.
• Perform reception duties and answer phones and emails.
• Assist participants in using computers for job searches.

Skills

Strong customer service skills

Fluent in English

Strong computer skills

Experience working with newcomers

Excellent organization skills

Education

Post-secondary education or equivalent in a related field

Tools

Microsoft Office Suite

Job description

Overview

The YMCA is a charity that has been helping Canadians improve their lives since the first Y opened in 1851. Y programs are offered at more than 1,700 locations across Canada and help more than 2.25 million people annually become healthier in spirit, mind, and body. The YMCA of the National Capital Region proudly serves people of all ages, backgrounds and abilities, and works to address critical social needs in our community. 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 contract until March 31, 2026.

What do 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.

Competitive Wage And Benefit Package

• 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 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. 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.

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 or equivalent in a related field

Language

• Fluent in English, oral and written
• Other languages are an asset

Experience, Skills And Abilities

• Experience working with newcomers or immigrants, and/or working in a multicultural environment
• Knowledge of immigrant settlement services and programs offered for newcomers to Canada
• Strong customer service skills
• Strong computer skills, including Microsoft Office Suite, online research, data entry and social media
• Excellent organization skills and attention to detail

Additional Requirements

• Applicants must already have a valid permit to work in Canada.
• A Police Record check, not more than 6 months old is required. Police Records checks are reviewed on an individual basis and the offense(s) - if any - is considered in the decision-making process in relation to the requirement of working with children, therefore not eliminating all candidates with a record from being offered a position.
• Annually, staff must complete the mandatory training for the protection of Children & Youth and submit the certificate of completion.

Core Competencies

• Service Orientation: Deliberately identifies and creates opportunities to enhance each and every person’s YMCA experience.
• Problem-Solving: Ability to identify an issue, gather and process relevant information, determine possible solutions, select appropriate responses, and implement and evaluate them.
• Communication and Interpersonal Skills: Ability to speak, write, listen, and secure information effectively in a variety of settings.
• Teamwork: Participates actively in a team for program quality and effectiveness.

About Diversity And Inclusiveness At The Y

Inclusiveness is 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.

Statement On Use Of Artificial Intelligence In Employment Decisions

At the YMCA, we are committed to maintaining a fair and equitable hiring process. We do not use artificial intelligence (AI) to screen, assess, or select applicants for any positions of employment. All employment decisions are made by our dedicated People and Culture team, ensuring that each candidate is evaluated on an individual basis with the utmost consideration for their unique qualifications and experiences.

How to apply?

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.