Customer Service, Resource and Information Representative

Position Summary

Reporting to the Manager of Employment and Settlement Services, the Customer Service, Resource and Information Representative is the first point of contact for all community members and stakeholders seeking services for employment and career development. The Customer Service, Resource and Information Representative is responsible for providing excellent customer service in a professional, responsive and welcoming manner, directing client to relevant Employment Centre services.

Duties and Responsibilities

Customer Service Support:

• Welcome all customers in a courteous and efficient manner, providing excellent customer service.
• Serve as the primary contact to assess customer needs.
• Refer clients and book appointments with Employment and Settlement Services team in a timely and efficient manner.
• Respond to Service System Managers referrals within 24 hours.
• Provide information about services across the department.
• Work collaboratively with the Employment and Settlement Services staff to support job and career fairs.
• Facilitate a welcoming environment and enhance efficiency in managing client flow at the reception centre
• Support and refer self-directed clients and community members to relevant services.
• Perform efficiently to meet Key Performance Indicators established by management in alignment with Service System Managers’ (SSM) IES framework.
• Respond to all enquiries regarding Employment Services and direct enquiries to appropriate resource.
• Support to create and distribute weekly/monthly calendars and publicize workshops in the community and among other service providers.

Organizational Responsibilities:

• Work collaboratively with the Centre services delivery team, manager and other Dixon Hall staff and volunteers.
• Actively participate in department and agency meetings and events.
• Meet regularly with manager to discuss individual, team and employment services effectiveness.

Administration and Reporting:

• Adhere to agency and program policies and procedures.
• Backfill tasks in the Dixon Hall Employment Services Centre as needed.
• Obtain, report, and maintain data of key statistics including customer service data, workshop evaluations, etc.
• Provide monthly updates on client testimonials to highlight service impact.
• Required to meet program and funding quotas 
• Actively participate in department and agency meetings and events.
• Collect documentation for evidence-based reporting on retention outcomes.
• Experience using various client management systems (CRM) and related tools to book appointments, record follow-ups, search for client records, and generate reports as needed.
• Other duties as required

Qualifications

• Post-secondary degree or diploma in adult education, human resources or related discipline. Demonstrated planning and organizational skills with the ability to manage multiple tasks.
• Computer literacy utilizing MS Office applications with proficiency in word processing, spreadsheet, database and presentation software applications.
• Knowledge of and demonstrated ability in employment services core competencies including customer service, communications, teamwork, initiative, accountability, and flexibility/adaptability.
• Strong conflict resolution and negotiation skills.
• Strong written and verbal English language skills; fluency in additional languages, relevant to the communities of service, will be considered an asset.
• Strong interpersonal, employment coaching, negotiation, mediation, interviewing and presentation skills.
• Ability to compile statistical data and reports for the purpose of program evaluation.
• Knowledge of the challenges facing individuals with significant barriers to entering the labour market an asset.
• Ability to work outside regular business hours as required.
• Must be qualified to work in Canada legally for the employer.
• Able to provide a Vulnerable Sector Screening check with a ‘Clear’ or satisfactory result that meets the operational requirements of the Agency.

Dixon Hall is dedicated to fostering an inclusive selection process and work environment, guided by their Race Relations and Employment Equity Policies. If selected for an interview, please inform the hiring manager or the People and Culture team of any accommodations you may require during the interview process.

To achieve their goal of inclusivity and diversity, Dixon Hall actively seeks exceptional candidates from varied backgrounds and with lived experiences. Individuals who self-identify as being from marginalized communities, including Indigenous peoples, racialized persons, persons with disabilities, and those from the 2SLGBTQIA+ community or who have experienced homelessness, are strongly encouraged to apply.