Service Centre Specialist

Who we’re looking for

Service Centre Specialist

Program: Employment Ontario

Status: Permanent Full-Time

Location: Remote – Canada (EST)

Like WCG, you believe in the power of work to transform lives. As a Service Centre Specialist, you’ll be responsible for managing centralized referrals and highlighting the benefits of Integrated Employment Services and achievement of program outcomes. This is a customer-focused support role for our Service Provider Network, Jobseekers, Employers, and Service System Manager team. This role is integral to the success of the program, better connecting people to the supports they need.

In addition to excellent customer service skills, this role will be required to document interactions and track & monitor activities, targets, and follow-ups. This role’s goal is to transition interested inquiries into satisfied clients.

What you’ll do

• Provide a range of centralized support services to WCG and its Service Providers staff, Clients, employers, and other stakeholders (both inbound and outbound)
• Develop a strong understanding of WCG’s contract, guidelines, policies, and process
• Undertake standard and ad hoc data entry tasks
• Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures
• Administer Client referrals received from external partners and ensure allocations to WCG and its Service Providers are within required timeframes
• Liaise with Clients, staff, and other internal and external stakeholders regarding Client referrals
• Provide support to resolve Client complaints, disputed referrals and any other areas related to Client referrals
• CaseFLO Champions Working Group (support with testing, new enhancements)
• Support with development of new tools and resources, as Subject Matter Experts, and continual improvement initiatives

What you bring

Capabilities and experience

• Strong customer service skills and ability to overcome objections
• Proficient in MS Excel and Word
• Able to maintain composure during difficult and high-pressure situations
• Development of enhanced tools & resources (EO Works, Case Management System)
• Ability to think outside the box
• Ability to pivot and lead change management

Preferred Criteria:

• Bilingual (English and French)
• Experience working or delivering Employment Ontario programs

What we offer

• Competitive salary of $50,000 – $55,000 per year
• Comprehensive and flexible health and dental benefits
• Ongoing learning and development opportunities
• Generous time off policy to encourage work/life balance
• A diverse and inclusive workplace with a track record of high employee engagement and teamwork

For complete job requirements, see the full Job Description here.

Passion and Lived Experience Matter!

If you don’t quite have the above credentials but feel passionate about this role and your ability to do it successfully, please APPLY ANYWAY! Tell us in your application why you believe you would be a great fit. We believe in developing talent and have a wide range of opportunities to support passionate team members as they grow towards their employment goals.

WCG is strengthened by diversity. We are committed to achieving a workplace that is equitable and representative of Canada’s diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.

WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.

WCGEO