Client Care Representative

at  Immigrant Services Calgary

ABOUT US:

For over 40 years, Immigrant Services Calgary has been an integral part of the Calgary community, working to make a meaningful difference in the lives of newcomers. Through our work, we ensure families and individuals have the support they need to successfully begin a new chapter of their lives in Canada.
We continually innovate in our work, reimagining and transforming the newcomer experience to make it easier for our clients to access the support they need to thrive. We collaborate with partner agencies, governments, organizations, and community advocates, to help immigrants and refugees build thriving lives in our community.
Immigrant Services Calgary helps over 10,000 newcomers each year, connecting them to programs and services to unleash their potential.
Our Vision: Unleashing the economic, social, and civic potential of clients.
Our Mission: Connecting newcomers to the right service at the right agency every time.
Our Values: we are forward thinking, adaptable and optimistic. We value accountability, collaboration, and impactfulness. We act with integrity and treat people with respect.

POSITION OVERVIEW:

Reporting to the Client Care Manager, the Client Care Representative is to support the provision of newcomer supports to immigrants and refugees.
Applicants must be legally authorized to work in Canada to be considered for this position.
This role offers a hybrid work arrangement, requiring a minimum of 3 days per week on-site.

Key Responsibilities

• Greet and receive newcomer clients from diverse ethnic and cultural backgrounds.
• Serve newcomers to Canada, whether virtually or in-person, with positivity, cultural sensitivity, and constructive support throughout the settlement process.
• Respond to inquiries related to requests for Gateway, language assessment, support services, and other general information, addressing them face to face, over the phone, or via email.
• Determine eligibility for priority processing and streamline clients accordingly to ensure timely access to settlement services.
• Triage clients based on initial interactions with them to a simple needs assessment (NAARS), complex needs assessment (NAARS), language assessment booking, education counselling, and/or LINC re-referral.
• Provide clients information and referrals to both internal programs and external organizations.
• Manage referrals sent to Gateway from partner agencies.
• Perform relevant administrative duties to enhance the effectiveness, efficiency, and smooth operation of the organization:
• Create and verify client information using multiple databases.
• Book appointments for Gateway sessions and Language Assessment.
• Book the support services such as child-minding and interpretation services.
• Maintain appropriate documentation necessary to ensure smooth client flow and processing of client records on the Customer Relationship Management (CRM) system.
• Check-in clients for their appointments to ensure smooth and efficient scheduling and service delivery.
• Manage multi-line telephony, which includes taking calls, transferring calls, and recording and relaying messages.
• Explain and promote the agency’s newcomer support services to newcomers.
• Undertake additional tasks or projects as delegated by the supervisor, demonstrating flexibility and willingness to contribute to the overall goals and priorities of the team and organization.

EDUCATION:

• Diploma in Office Administration or related training. A combination of education and relevant experience will be considered.

EXPERIENCE:

• 1 – 2 years’ experience in customer service, administrative support or related field.
• Experience working with newcomers from diverse ethnic and cultural backgrounds.
• Experience in using the Microsoft Office suite.
• Experience in using MS Outlook, Teams and Zoom to ensure smooth communication with clients and collaboration with team members.
• Experience handling multi-line telephone operation.
• Experience with databases and CRM systems. Experience with Salesforce is an asset.

Attributes and Core Competencies

• Cross-cultural sensitivity and passion for supporting newcomers throughout their journey.
• Excellent interpersonal, verbal and written communication skills.
• Ability to work under pressure, meet tight deadlines and cope with rapidly changing scenarios.
• Proficiency in a second language is required (current need: Spanish).
• Excellent organizational skills and ability to multi-task in a fast-paced environment
• Conflict resolution and time management skills.
• Exceptional organizational skills and attention to detail.
• Excellent collaboration skills and ability to work independently as well as part of a team.

• Greet and receive newcomer clients from diverse ethnic and cultural backgrounds.
• Serve newcomers to Canada, whether virtually or in-person, with positivity, cultural sensitivity, and constructive support throughout the settlement process.
• Respond to inquiries related to requests for Gateway, language assessment, support services, and other general information, addressing them face to face, over the phone, or via email.
• Determine eligibility for priority processing and streamline clients accordingly to ensure timely access to settlement services.
• Triage clients based on initial interactions with them to a simple needs assessment (NAARS), complex needs assessment (NAARS), language assessment booking, education counselling, and/or LINC re-referral.
• Provide clients information and referrals to both internal programs and external organizations.
• Manage referrals sent to Gateway from partner agencies.
• Perform relevant administrative duties to enhance the effectiveness, efficiency, and smooth operation of the organization:
• Create and verify client information using multiple databases.
• Book appointments for Gateway sessions and Language Assessment.
• Book the support services such as child-minding and interpretation services.
• Maintain appropriate documentation necessary to ensure smooth client flow and processing of client records on the Customer Relationship Management (CRM) system.
• Check-in clients for their appointments to ensure smooth and efficient scheduling and service delivery.
• Manage multi-line telephony, which includes taking calls, transferring calls, and recording and relaying messages.
• Explain and promote the agency’s newcomer support services to newcomers.
• Undertake additional tasks or projects as delegated by the supervisor, demonstrating flexibility and willingness to contribute to the overall goals and priorities of the team and organization