Administrative Specialist

JOB DESCRIPTION

This is a full-time on-site position Monday-Friday. The primary purpose of this position is to provide comprehensive administrative, operational, and customer-facing support to ensure the smooth and efficient functioning of Fedcap Canada. This role serves as a key point of contact for internal and external stakeholders, delivering exceptional customer service by responding to inquiries, providing information, and representing us in a professional and welcoming manner.

This is a full-time on-site position Monday-Friday. The primary purpose of this position is to provide comprehensive administrative, operational, and customer-facing support to ensure the smooth and efficient functioning of Fedcap Canada. This role serves as a key point of contact for internal and external stakeholders, delivering exceptional customer service by responding to inquiries, providing information, and representing us in a professional and welcoming manner.

The position is responsible for a wide range of administrative duties, including coordinating daily office activities, maintaining records, preparing reports, tracking operational data, and supporting departmental workflows. The role also assists the Procurement team by managing invoice submissions, tracking purchase requests, and ensuring accurate documentation to support timely processing.

This individual will play an important role in supporting Fedcap Canada operations through proactive communication, strong organization, attention to detail, and the ability to handle multiple priorities simultaneously. The position reports directly to the Operations Manager.

• Serve as the primary reception contact, managing an average of 20–30 daily interactions (in-person, phone, and email) with job seekers, employers, community partners, and vendors, ensuring all inquiries are handled promptly and professionally.
• Respond to incoming calls and reception inquiries within 3 rings and acknowledge walk-in clients within 1 minute of arrival, ensuring a welcoming and professional first impression.
• Provide accurate information and resource direction in 95%+ of interactions, escalating complex inquiries to appropriate team members within the same business day when required.
• Maintain email response timelines within 1 business day, ensuring all stakeholders receive timely, courteous, and solutions-focused communication.
• Track and follow up on outstanding inquiries, ensuring 100% closure of customer requests and documentation of follow-ups within established service timelines.
• Support a customer satisfaction standard of 90% or higher, demonstrated through feedback, internal reviews, or service quality monitoring.
• Contribute to a positive client experience by maintaining a professional, friendly, and solutions-focused approach in all interactions, helping to strengthen trust and support successful outcomes for job seekers and partners.

• Navigate and manage 3–5 internal and external systems (e.g., case management, reporting, scheduling, and documentation platforms) to collect, review, and validate data for 40–100 transactions daily, ensuring completeness and accuracy.
• Review incoming information and identify key data points within established timelines, applying critical thinking to assess accuracy and determine appropriate next steps in accordance with departmental procedures.
• Maintain data accuracy rates of 98% or higher, ensuring all entries, updates, and validations meet compliance and quality standards.
• Apply sound judgment to make routine operational decisions independently, escalating exceptions or discrepancies to supervisors within the same business day when required.
• Track…