Customer Service Specialist - Employment Access Centre (FT Permanent)

at  YMCA of the National Capital Region

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.

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.

EDUCATION

• Post-secondary education or equivalent in a related field

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
• Strong computer skills including MS Office suite, online research, data entry, social media
• Excellent organizational skills and detail-oriented
• Strong customer service skills

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.

• 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.