Program Advisor

Cella by Randstad Digital; Calgary; On-site; CAD 45,000 - 65,000; Full time

Job summary

Cella by Randstad Digital in Canada is seeking a Program Advisor to guide families through youth program journeys, answering inquiries by phone and email and handling enrollment administration.

Qualifications

• Bachelor's degree or equivalent in HR, business admin, human services or related field.
• 1–2 years of experience in customer service, participant support, or program administration.
• Excellent written and verbal communication with parents and students.
• Customer-first mindset with empathy and sound judgment.
• Strong organizational skills with enrollment records management.

Responsibilities

• Respond to parent inquiries about youth summer programs via email, phone, and tickets.
• Serve as the primary contact for registered participants and parents with timely, accurate information.
• Manage withdrawals, transfers, refunds, and ensure policy-compliant processing.
• Create and maintain parent-facing FAQs and Help Centre articles.
• Track participation and feedback, follow up with students at risk of withdrawing.
• Maintain organized participant records across internal systems.

Skills

Customer service

Communication

Attention to detail

Organization

Problem-solving

Independent work

Education

HR / Business Administration / Human Services degree

Tools

CRM platforms

Google Workspace

Learning Management Systems (LMS)

Job description

We are seeking a proactive and detail-oriented Program Advisor to act as the primary point of contact for customers throughout their program journey. In this role, you will help families navigate youth programs by phone and email, offering timely, knowledgeable, and friendly support across program inquiries, registration, preparation, scheduling, and general expectations. You will also manage key enrollment administration processes, including withdrawals, transfers, and refunds, as well as handle support tickets.

This role is ideal for someone who combines strong customer service skills with exceptional attention to detail, sound judgment, and a proactive problem-solving mindset.

Responsibilities

• Respond to parent inquiries regarding youth summer programs, including program offerings, schedules, locations, registration, preparation, and program expectations.
• Serve as the primary point of contact for registered participants and parents, delivering timely, accurate, and helpful information via email, support tickets, and other communication channels.
• Manage the administration of participant withdrawals, transfers, and refunds, ensuring all requests are processed accurately, consistently, and within program policy guidelines and timelines.
• Create, update, and organize parent-facing FAQs and Help Centre articles to make key program information easily accessible and reduce recurring inquiries.
• Track enrolled client participation, engagement indicators, and feedback to identify concerns and proactively reach out to students at risk of withdrawing.
• Maintain organized, up-to-date participant information, communications, enrollment changes, and support records across internal systems.

Requirements

• Degree in HR, Business Administration, Human Services, or a related field (or an equivalent combination of training and experience).
• 1–2 years of experience in customer service, participant support, program administration, client support, or a related role.
• Excellent written and verbal communication skills with the ability to explain information clearly and professionally to parents and students via phone and email.
• Customer-first mindset with patience, empathy, and sound judgment when handling questions, concerns, and sensitive requests.
• Strong organizational skills and attention to detail, particularly when managing enrollment records, transfers, withdrawals, refunds, and multiple concurrent requests.
• Proven ability to prioritize tasks, meet expected timelines, and see requests through from start to finish.
• Comfort working with digital tools, including CRM platforms, Google Workspace, Learning Management Systems (LMS), and related software.
• Strong problem-solving abilities with a proactive approach to identifying recurring issues and optimizing processes.
• Ability to work independently while collaborating effectively with cross-functional teams in a fast-paced environment.

Note: This posting is for existing and upcoming vacancies.