Job Title

Reception and Client Services Representative
Apply Now!

ESSENTIAL REQUIREMENTS

EDUCATION:

  • Post-secondary education in Human Services, Administration, or combination of education, training, and experience
  • Training in, or well-developed working knowledge of Microsoft software applications, particularly Word, Excel, Access, and Outlook

EXPERIENCE:

  • 3+ years of front-line experience in a professional, fast-paced environment serving a diverse clientele
  • 3+ years experience providing administrative support
  • Experience working independently without direct supervision and with a remote team
  • Experience working with individuals with complex barriers, and a broad range of cultural backgrounds
  • Preference will be given to those with experience providing service to unemployed clients

RATED REQUIREMENTS

Personal Suitability:

  1. Shows respect for diversity, and ability to work effectively and productively with diverse clientele
  2. Able to handle phone calls and requests from clients, community partners, and the public in a pleasant, courteous and efficient manner
  3. Self-directed and motivated; open to change and learning
  4. Discretion when dealing with sensitive and confidential information
  5. Able to manage a variety of tasks in a calm, confident manner
  6. Awareness of one’s own capabilities and understanding of when to draw upon others’ expertise and to make appropriate referrals
  7. Positive attitude when under pressure or confrontational situations
  8. Takes initiative to continually improve services and processes
  9. Diligence in following up and tracking case file progress
  10. An effective communicator at all levels in the organization, with strong oral and written skills and a willingness to share information

Abilities and Skills:

Ability to:

  1. Establish and maintain effective interpersonal relationships with clients, Service Providers and WorkSafeBC
  2. Prepare and maintain detailed and accurate records in accordance with confidentiality and privacy legislation
  3. Troubleshoot and maintain multi-line telephone system to ensure that it is in working order at all times
  4. Work, interact, and communicate with diverse clientele and community partners
  5. Demonstrate excellent verbal and written communication skills
  6. Create, proofread, edit, and format documents
  7. Input data efficiently and in a timely manner
  8. Work under tight deadlines

Knowledge of:

  1. Barriers to employment and issues with unemployment
  2. Modern office procedures and equipment
  3. Computer applications including current versions of Windows, Microsoft Word, Excel, Access, Outlook and Internet
  4. Local and regional community employment and employment-related programs and services
  5. Provincial and Federal programs and services for the unemployed including relevant income supports (e.g. Employment Insurance, Income Support, etc.)
  6. How local, regional, national and global labour markets function
  7. English grammar, spelling, punctuation, syntax
  8. Relevant codes of ethics and privacy legislation

JOB DESCRIPTION

Reports to:  Chief Administrative Officer

The Reception and Client Services Representative is the first point of contact for all callers and visitors to ETHOS Head Office, and presents a professional and welcoming image. It is their responsibility to provide awareness of ETHOS Programs and Services and responds to enquiries from the public as well as provide operational support to the Head Office.

In addition to maintaining a welcoming Reception area, the incumbent performs a wide variety of administrative duties to support the WorkSafe and IslandOps Programs. By supporting the Client Services Teams for these Programs, the CSR will be accountable for ensuring that all client eligibility criteria are met, client applications are accurate, internal records are complete, and communications are preformed in a timely and effective manner. The CSR will also books intake and other appointments.

Responsibilities:

Reception:

  • Welcome clients and visitors
  • Respond to inquiries and requests for information, either in person or via phone, from clients and the general public, the business community, government agencies, service providers, and community partners, while observing confidentiality guidelines, and using discretion when dealing with sensitive and confidential information
  • Sort and distribute incoming mail
  • Sign for and distribute incoming packages
  • Perform research as directed, for proposal writing, and other projects
  • Post or courier packages as required
  • Monitor public areas and maintain an awareness of office activity, recognizing and diffusing problematic and possible volatile situations, taking measures to avoid crisis situations by alerting appropriate staff and by taking action as defined by ETHOS Policies and Procedures.
  • Perform opening and closing procedures for Head Office

Head Office Operations:

  • Maintain phone system operations – updating greeting/phone extension list/phone names when required, re-setting passwords, providing phone information to new staff, and making maintenance calls as required
  • Maintain smooth working operation of copier, colour printer, and fax machine, ensuring that toner, ink, and paper is well-stocked
  • Assist with coordination and set-up for meetings and/or special events, meetings, conferences, etc.

Client Services – WorkSafeBC:

  • Under the direction of the WSBC Coordinator, liaises with Service Providers in the WorkSafeBC Provider Network, WSBC Vocational Rehabilitation Consultants and WSBC Administrators; provides support, advice, guidance and direction to ETHOS WSBC staff andsubcontractors to ensure high levels of client service are maintained along with timely reporting and invoicing
  • Maintain records and ensure Service Providers complete required reporting adhering to all timelines, per the ETHOS Intranet – WorkSafeBC Personnel page resources and materials; upload completed reports and supporting documents to Worker webpage; notify ETHOS when uploads are ready to send to WSBC
  • Diligence in following up with Service Providers to ensure timely report submission, and maintaining of WSBC Portal
  • Ensure strict adherence to worker privacy, confidentiality and all other professional codes of conduct (refer to WSBC FIPPA Fact Sheet on Intranet)

Client Services – Island Ops:

  • Provide clients, community partners and employers with information on the IslandOps
  • Determine potential client eligibility and schedule intake meetings
  • Assist eligible participants to complete and submit all intake paperwork and file it as determined by Ministry standards
  • Responsible for integrity of program client database, ensuring it is up to date
  • Book clients into orientation sessions, assessments, intake appointments and training workshops; direct to online orientation sessions where appropriate
  • Provide assistance, in person, over the phone and/or online to clients, some of whom may have emotional, physical or mental conditions or language difficulties that act as barriers to communication
  • Assist in producing month-end and all other client activity reports in collaboration with the Program Director and the Team
  • Maintain effective file systems and update databases for client tracking and statistics
  • Enter monthly schedules into calendars; maintain lists of program participants; call and/or participants to confirm attendance
  • Provide clerical and administrative support to the Client Services Team including word processing, phone calls, data entry, photocopying, filing and maintaining reports for statistical purposes.
  • Ensure strict adherence to worker privacy, confidentiality and all other professional codes of conduct
  • Ensure brochures are available to local agencies and in targeted areas to reach key client groups
  • Ensure marketing materials are maintained and re-ordered when necessary

 

Apply Now!

Email your Resume and Cover Letter to hr@ethoscmg.com

Click Here to Apply