CONSUMER SERVICE COORDINATOR
Independent Living Waterloo Region (ILWR) is a non-profit organization that provides support to people with disabilities by assisting and empowering individuals to eliminate barriers to independent living. Through a variety of programs, the Independent Living Waterloo Region partners with people with disabilities to help them lead full, active, and independent lives while promoting accessibility and inclusion in our community.
Position Summary:
The Independent Living Waterloo Region is seeking administrative professionals who are passionate about making a difference in the lives of people who experience disabilities in our community. The Consumer Service Coordinator works as part of a team to facilitate the intake of new consumers and the assignment of consumers to attendants. The Consumer Service Coordinator ensures that every attendants caseload is properly assigned, consumer service levels and requirements are met, and completes any administrative functions related to consumer services.
Key Responsibilities:
- Answers incoming calls in a friendly, professional, and helpful manner
- Responds to phone calls and/or emails in a timely manner and adjusts schedules as needs emerge
- Creates and maintains consumers service caseload schedules and confirms consumer service visits
- Creates and maintains employee schedules to align with consumer service caseloads and requirements
- Provides excellent consumer customer service
- Builds positive relationships with employees and consumers
- Provides helpful assistance in anticipating and responding to the needs of consumers
- Remains calm under pressure and effectively deals with difficult people
- Follows up with consumers concerns/feedback in a timely manner to ensure problems are resolved
- Identifies and informs of potential service disruption associated with staffing service levels
- Participates in quality improvement and risk mitigation initiatives
- Administrative duties as required
- Any other duties as may be described
Requirements:
- Minimum two (2) year community college diploma in office administration or two (2) years administration experience.
- Ability to work in a fast paced environment
- Experience using scheduling software, AlayaCare preferred
- Flexible schedule with reliable transportation to work days, weekends, and statutory holidays (required).
- Work location will be in person at our administrative office as well as from home (hybrid model)
- Computer competency for data entry and the production of reports and schedules using scheduling software
- Excellent communication skills in customer service and experience work as a team member
- Have an eye for detail and organization
- Ability to perform more than one task at a time and solve problems quickly
- Available to work rotating schedule of mornings, afternoons, and alternating weekends
Job Details:
Status: Full-time, Permanent or Full-time, Contract
Hours: 60 hrs/Bi-Weekly or 80 hrs/Bi-Weekly
Primary Location: Kitchener, On
Starting Wage: $22.70/Hour
Schedule Required:
- Note that potential candidates must be available every Friday, as well as every other weekend to be considered.
Interested job seekers should apply in writing, submitting a resume and cover letter with a summary of relevant qualifications and reason for interest in this position.
ILCWR is committed to developing an inclusive, barrier-free selection process and work environment. We seek to provide accessibility for all applicants with disabilities consistent with our accessibility policies and the AODA. Please let us know if you require an accommodation and we will work with you to meet your accessibility needs. We thank all applicants; however only those selected for an interview will be contacted.
Pay: $22.70 per hour
Ability to commute/relocate:
- Kitchener, ON N2G 2B4: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you legally entitled to work in Canada?
- Do you have experience using AlayaCare?
Work Location: Hybrid remote in Kitchener, ON N2G 2B4
