Customer Information Representative

About The Career Foundation:

The Career Foundation is a dynamic non-profit organization and registered charity that offers a wide range of employment, training, and workforce development services to job seekers and employers. Since its inception in 1988, The Career Foundation has steadily expanded its services. Operating out of seven locations in the Greater Toronto Hamilton Area, as well as offices in British Columbia, Alberta, and Nova Scotia, we now help thousands of people each year successfully achieve their employment goals. Our team of dedicated professionals has described The Career Foundation as caring, compassionate, innovative, and team-oriented. For more information about us and our services, please visit our website at CareerFoundation.com.

The Customer Information Representative is an important member of the team, responsible for providing exceptional customer service to clients at front-desk reception and within our Resource and Information Area. This role also includes collecting, tracking, and entering essential data into online reporting systems, preparing and updating reports and trackers, and performing other duties that help the team run smoothly and support clients in achieving successful outcomes.

Position Type:
Full-time (37.5 hours per week) contract until March 31, 2026, with potential for permanency.

Starting Salary:
The starting annual salary for this position is $45,000.00 (or $46k if the successful candidate holds a master’s degree, full bilingualism in French, or full proficiency in Sign Language).

Base Location:
This position is based full-time at The Career Foundation’s Toronto Employment Centre, located near Yonge St. and St. Clair Ave. E.

Vacancy Status:
This posting is for an existing vacancy.

Start:
As soon as possible

Reporting to:
Area Manager, Employment and Placement Services

Vulnerable Sector Check:
An offer of employment for this opportunity will be contingent on the incumbent providing an acceptable Vulnerable Sector Check (VSC).

Use of Artificial Intelligence:
Artificial intelligence (AI) is not currently used to screen, assess, or select applicants at any stage of the hiring process.

Responsibilities include:

Exceptional Customer Service

• Provides exceptional customer service to clients at front-desk reception, including greeting walk-in and scheduled clients upon their arrival and providing full assistance with the registration and check-in process.
• Facilitates initial eligibility screening for clients and prepares proper documentation.
• Receives incoming calls, provides program information to callers, and redirects calls to appropriate extensions.
• Responds to voicemail messages and emails from clients, partners, suppliers, and other stakeholders, in accordance with The Career Foundation’s customer service standards.
• Provides clients with general job search resources and relevant information and support, such as assistance with creating new email accounts for job search purposes, navigating online web forms, and other support services.
• Assists clients with general troubleshooting as needed in the office’s Resource and Information Area.
• Utilizes digital systems and technologies provided by The Career Foundation to further support clients in achieving successful outcomes.
• Liaises with prospective job seeker applicants to encourage and confirm their participation in the Employment Centre’s services.
• Maintains the office’s job posting board, meeting rooms, and other shared spaces.
• Schedules and organizes meetings for the team.
• Assists with preparing and facilitating events such as open houses, job fairs, staff training sessions, and other activities, including arranging refreshments.
• Communicates with partners to maintain effective referral and reporting relationships.
• Monitors and responds to live messages submitted via The Career Foundation’s website chat function on a rotational schedule.
• Provides support to the manager with onboarding new team members as assigned.
• Performs other relevant duties as assigned.

Administration

• Enters and updates client data and service histories in online reporting systems and trackers with complete accuracy.
• Communicates with fellow staff members to obtain pending data required for client files from their caseloads and ensures all required data is captured accurately.
• Conducts follow-ups and communicates with clients via telephone, email, and text messages at regular intervals, recording status updates in online reporting systems.
• Assembles and supports with auditing files according to The Career Foundation’s audit standards.
• Completes file checklists to ensure that all files are ready for funder audits.
• Prepares financial claims using Microsoft Excel and other software, ensuring timely entries into trackers and systems.
• Creates reports for management on statistics, expenditures, and program targets as needed.
• Performs other relevant duties as assigned.

Qualifications/ Skills Required:

• Post-secondary diploma or degree in administration or a related field is highly preferred, or an equivalent combination of education and experience is required.
• A minimum of 2 years of direct experience in a customer service and administrative capacity with a proven ability to multitask.
• Must be willing to work on-site from the office on a full-time basis.
• Outstanding customer service skills with a professional, warm, and friendly attitude in all interactions with clients, staff members, and other stakeholders, and a high level of respect for the diversity of people served.
• Must possess strong detail orientation and organizational skills to perform essential data entry duties without error.
• Excellent verbal and written English communication skills and ability to clearly communicate information. Fluency in a second language is considered an asset.
• Natural relationship-building skills with a proven ability to develop rapport with people.
• Prior related experience within the employment services industry is considered a strong asset.
• High emotional intelligence, demonstrating patience, empathy, and connectivity when working with clients of various experiences, needs, and abilities.
• Proven track record in a results-driven environment with experience meeting targets and deadlines.
• Ability to maintain sensitive information and exhibit tact, diplomacy, and good judgment, with high standards of ethics and confidentiality.
• Advanced proficiency in Microsoft Office Suite (Word, PowerPoint, Excel) and Outlook 365 applications, including Teams and SharePoint. Must possess the aptitude and willingness to learn and work with new online systems and technologies
• Flexibility to occasionally work outside regular business hours when required to ensure the team meets all objectives.
• Strong work ethic with the ability to multitask while maintaining a positive and proactive attitude.
• Demonstrated ability to remain flexible and resilient, adapting quickly to changing priorities while maintaining trust and positive working relationships.

The Career Foundation’s Commitment:

The Career Foundation is committed to diversity and inclusion and aims to create a healthy and rewarding environment for all. We welcome applications from qualified individuals who represent the diversity of the people we proudly serve, including, but not limited to, visible minorities, women, persons with disabilities, Indigenous peoples, and individuals of all genders and sexual orientation. The Career Foundation, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), is also committed to accommodating applicants with disabilities throughout the recruitment process. We will work with candidates requesting accommodation at any stage of the hiring process.