Customer Service Specialist-retention - Mississauga, Canada - ACHEV

ACHEV

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Summary

Achev
Customer Service Specialist-Retention for Peel Employment Ontario will provide follow up activities and documentation for the Employment Services program.

Reporting to the Employment Services Coordinator-Retention, the
Customer Service Specialist-Retention will be responsible for contacting assigned clients, data entry, updating notes, collecting and processing documentation as required by the program.

At this time, this is a Work from Home opportunity with flexibility required to attend work in office as required by the program.

Hours of work will be 11 am-7pm M-F (Training/onboarding will be in person, on-site 8:30-4:30pm for 2-3 weeks)

DUTIES & RESPONSIBILITIES:

Duties & Responsibilities:

Enthusiastically engage with clients using Customer Service Principles to achieve performancebased funding and program targets and established reporting

deadlines

Quickly assess clients needs and regularly discuss clients process and status with retention coordinator and colleagues for additional support and referrals as

needed

Utilize the client/data management system for tracking clients scheduled check points activities including entering case notes, collecting and verifying

documentation for claim submission

Collect, review, data entry and evaluate client information and service information with reference to Service Delivery Guidelines
Assist with quality control of client files by verifying accuracy of data entered and notifying coordinator of discrepancies/concerns
Update client tracker and initiate incentives, provide statistical reporting
Complete file closures data entry requirement on approval
Provide support and appropriate referrals to clients who identify as needing additional job retention coaching support
Inform clients of the online tools and resources available to support work sustainability
Provide general information and resources on job search strategies, workplace expectations, improve integration and any changes in a workplace setting
Perform additional duties as assigned

QUALIFICATIONS:

Some postsecondary education or additional training is preferred or demonstrated skills and experience
Minimum 2+ years of customer service and data entry experience in a fastpaced professional environment handling multiple priorities
Demonstrated ability to work with marginalized/diverse groups including: barriered youth, newcomer, aboriginal persons, persons with disabilities, persons with mental health and addictions issues
Excellent technology skills (MS Office Suite, DocuSign, Adobe Acrobat,, etc.), experience using client/customer databases and aptitude to learn new technologies autonomously
Excellent communication skills, both verbal and written
Ability to follow guidelines and procedures for standardized outputs
Proven ability to act professionally and maintain confidentiality, ensuring sensitivity to the needs and interests of project stakeholders
Proven organizational skills coupled with the ability to handle multiple tasks, meet deadlines, and report on the status of work when requested
Notforprofit or settlement sector experience an asset