Client Service Representative, Booking Centre CPU - (2026-118-CP)

• Demonstrate warmth and friendliness as well as a client centre-approach to ensure inquirers feel welcomed, supported and informed. Create equity in all aspects of service delivery, striving for inclusion and equitable outcomes for all individuals who come to WoodGreen.
• Respond to inquiries and referrals received via email, web forms, voicemail, and referral platforms (e.g., RASP, TRF, CTMS and FindAJob portals) within the WCG service level agreement timeframes, which can vary by the source of the enquiry and channel.
• Contact leads through phone (Via Aircall), email, or text. Understand needs, confirm interest, screen for eligibility, assess program fit, and facilitate service pathways.
• Help reduce the risk that intake will not be successful by providing clear and accurate information about the CPU programs, set appropriate expectations and confirm that leads wish to proceed with an intake appointment on an informed basis.
• As feasible and natural within the context of the conversation with leads, ask high-level needs assessment questions and refer to other WoodGreen programs (e.g. employment training programs, Tax Clinic, Settlement, Youth Services, Walk-in Counselling).
• Book intake appointments with CPU program staff, ensuring alignment with client and Employment Consultants' schedules.
• Create and send appointment reminders. Follow up on appointment confirmations, to maintain smooth client interactions.
• Maintain organized records of all inquiries, referrals, and bookings to meet service level agreements (SLAs).
• Track and report progress on call lists, ensuring timely follow-up and updates.
• Escalate complex inquiries or challenges to the Supervisor when necessary.
• Maintain accountability for handling the assigned share of work volume.
• Readily participate in training and coaching with the Practice Lead to support work performance. Use supervisor monitors and feedback as a constructive learning experience.
• Demonstrate excellent customer service and skills.
• In an efficient and prompt manner, complete all documentation and data entry per WoodGreen standard operating procedures (e.g. client notes, data entry, referrals, updating forms).
• Work collaboratively with CPU program teams, particularly Program Assistants Employment Consultants, to ensure effective appointment bookings and seamless client service.
• Collaborate effectively with other WoodGreen teams when making referrals outside the IES program.
• As needed to support site operations and only if a low work volume permits, engage in outreach activities and perform other duties.
• Participate in and complete upgrading training and education as required by WoodGreen.

• Post-secondary education in Business Administration, Social Services, or a related field preferred.
• Minimum one year of experience in customer service, intake, or administrative roles.
• Proficiency in Microsoft Office Suite.
• Familiarity with client resource management systems (e.g. Microsoft Dynamics, SalesForce) an asset.

• Knowledge of employment services or social services is an asset.
• Highly ethical, compassionate and purpose driven with an overarching desire to support client success.
• Energy and enthusiasm to meet new people, listen and learn about their needs and experience, and work to improve their life and the lives and their families.
• A strong sense of personal accountability for accomplishing individual tasks.
• Coachable and able to adapt and change in procedures, systems, client needs, external trends, etc. as the service delivery context evolves.
• Patience, compassion and sensitivity to deal with different cultures and different levels of abilities among clients, colleagues, partners and others in the work environment.
• Understanding of and ability to communicate principles and practice of diversity and anti-racism.
• Excellent interpersonal skills as well as verbal and written communication skills.
• Excellent organization and time management skills and strong attention to detail.
• Occasionally work evenings and weekends

WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

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