Customer Service Associate

Position Type 

Permanent, Full-time 

Posting Date

February 20, 2026

Expiry Date

March 6, 2026

Posting Type

Internal & External

Supervisor 

Director, Language Services & Digital Strategy

Location:

• Main Location: 340 College St, Toronto, Ontario 
• You may be required to work at any site

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Access Alliance Multicultural Health and Community Services (AAMHCS) is a Community Health Centre that aims to provide services and addresses system inequities to improve health outcomes for the most vulnerable immigrants, refugees, and their communities. The Centre envisions a future in which Toronto's diverse communities achieve health with dignity.

We are looking for a dynamic, tech savvy and responsive individual with a broad skill base for the Customer Service Associate, R.I.O. This role involves customer relations and training, schedule management, tier one tech support, records and data management, reporting, and support of day-to-day business operations.

The successful candidate will be organized, systematic, and solution-oriented, and will follow through on tasks and projects in a responsive, adaptable, and personable manner.  

Keys to this role are: (1) the ability to negotiate the complexities of customer and staff interactions in an efficient, calm, and solution-oriented manner in order to achieve positive outcomes; (2) insightful, expedient, and thorough troubleshooting to get to the root cause and resolution; (3) commitment to on-going improvement; and (4) ability to manage the unexpected.

Responsibilities:

• Provide first-point-of-contact customer support for interpreters, customers, and network partners of the remote interpreting service operations.
• Provide tier one tech support for remote interpreting service issues reported by both customers and interpreters.
• Provide onboarding and training of new customers.
• Produce monthly staffing schedules for remote interpreting services.
• Support the on-going development of a solution-oriented issues resolution process.
• Support for QI (quality improvement) initiatives within Language Services.
• Troubleshoot and liaise with IT and telecom tech support.
• Support the training of remote interpreters (orientations, trainings, shadowing, test calls, refreshers).
• Support daily quality testing of the remote interpreting platform.
• Support monthly reconciliation of call detail records for billing and payment purposes.
• Support for general Language Support customer service inquiries as required.
• Support other reporting and service analysis as required.

Skills and Qualifications:

Required

• Post-secondary education required in a related field of study; e.g. undergraduate degree or college diploma (one or two year full time program curriculum), in business administration, project management, office administration, computer applications. 
• Three (3) years minimum experience working in an administration/project coordinator, or related position including a call centre environment 
• Intermediate level proficiency in: MS Excel, MS Access, MSWord, MS Outlook.
• Very detailed oriented, especially in data quality (accurate and fast keyboarding is a requirement).
• Excellent interpersonal and communication skills, both written and verbal.  
• Excellent organizational skills and ability to prioritize appropriately and meet deadlines.
• Demonstrated ability to work effectively with diverse communities, and in a diverse and team-based work environment

Preffered 

• Experience supporting development of information systems and supporting end-user training and adoption.
• Experience in reporting and data analysis; in particular in the contexts of billing, performance measurement, and forecasting.
• Experience working in a fast-paced, competing priorities environment 

Asset 

• Experience in and understanding of language support service (i.e. Interpreting and Translation) delivery is an asset (e.g., on-site interpreting, call centre, front-line, coordination, training, language access and health equity policies, etc.) 

Hours: Full–time, 35 hours/week

Bargaining Unit position: United Food and Commercial Workers, Local 175

Classification: CHW

Start Date: Immediately 

Interview Dates: March 17 – 20,

Please be advised that our organization requires all staff, students, and volunteers to be fully vaccinated. Proof of vaccination can be obtained from the Ministry site.

Access Alliance offers comprehensive group benefits coverage, annual vacation entitlement, cumulative sick leave entitlement, employee assistance programs. Access Alliance is a HOOPP employer.  

AAMHCS is a community-based organization that operates from a pro-choice, anti-oppression, and participatory framework.  In your cover letter, we invite you to articulate why you wish to work with Access Alliance, and in what ways did you wish to put your skills, experience, and education into action for this role and for Access Alliance at this time. Knowledge of the neighbourhoods we serve and how agency values would be integrated in your day-to-day work may be interview questions.

We thank all applicants for their interest but only those selected for an interview will be contacted.  Please note that a criminal background check and Vulnerable sector check will be conducted for this position as a condition of employment

We are committed to a workforce reflective of the diversity of the City of Toronto and the communities we serve. We encourage applications from those who provide different perspective and contribute to diverse ideas including those from racialized and 2SLGBTQI+ communities. 

AAMHCS is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Applicants need to make their needs known in advance. 

AAMHCS encourages a scent-free environment.