Program Service Coordinator

The Program Service Coordinator will interface with program applicants over the phone, by web chat, and e-mail, responding to program general inquiries, and providing quality service and insight into the process.

Accountabilities

Provides help to program members and prospective members, in a contact center that operates from 8:30am to 5:00pm, using live-agent chat, web chat, and online fax/mail.

Ability to handle a high volume of incoming calls.

Supports families throughout the entire registration and intake process.

Follows an established process to facilitate consistent registration of eligible program applicants.

Answers questions and provides information about the program application and applicant eligibility for services and program.

Uploads, tracks, saves, and updates applications, when required.

Contributes to the verification of applications against internal and external databases.

Assesses applicant needs and provides information regarding possible solutions.

Qualifications

3-5 years of previous customer service/administrative experience.

Experience delivering services in the developmental services sector is an asset.

Familiarity with contact center environment and tools including live chat, web chat, phone, and online fax/mail.

Understands how to deal with marginalized and vulnerable populations.

Demonstrated proficiency using MS Office Suite (Word, Excel, Outlook, Teams).

Aptitude for database software.

Education

Completion of post‑secondary education.

Skills & Abilities

Advanced written and verbal communication skills with attention to detail.

Strong interpersonal skills to maintain good customer service.

Ability to prioritize work under pressure.

Exceptional organizational skills to work independently, and take initiative.

Problem solving and analytical reasoning skills.

Compensation
Annual Salary:  $53,870 to $60,700

Performance Bonus:  Up to 6% of annual salary

Benefits

Group Benefits:  Coverage begins on the employee’s first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).

Pension Plan:  Eligibility starts on the employee’s first day, and a 5% employee contribution is matched by a 5% employer contribution.

Performance‑based incentive programs:  Opportunities to increase your earnings.

Growth Opportunities:  in a company that promotes from within.

Volunteering:  Time off to volunteer within our community.

Hybrid Work Environment:  working environment with a laptop and two monitors.

Home Office Stipend:  A one‑time payment of $750 included in the employee’s first paycheck.

Mental Health Support:  Access to Mental Health on Demand for employees and their dependents.

Member Assistance Program:  Includes Employee Assistance Program services.

Community Volunteering:  Up to 8 hours of paid time off annually to volunteer in your community.

Financial Wellness:  Opportunities to contribute to non‑matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.

Education Reimbursement :  Tuition reimbursement for post‑graduate courses, upon prior approval.

Employee Referral Reward:  Employees can earn a $1,500 reward for successful referrals of other employees.

Flexible Work Arrangement
Employees are expected to work on‑site at least once per month at our Toronto office (4 New Street., Toronto, ON), with additional in‑office days as required based on business needs. Hybrid schedules are determined collaboratively between employees, managers, and teams.

Inclusion & Equal Opportunity Employment
Accerta is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. We are committed to fair employment practices, and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required throughout the recruitment process. Reasonable accommodation is also available on request for candidates taking part in all aspects of the selection process.

Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check.

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