Client Service Representative, Booking Centre CPU CP

Competition #-CP Booking Centre – Client Service Representative
-CP)

Employment Type: Contract Hourly, until March 31, 2026, Bargaining Unit (1

Vacancy)
Work Hours: 35 hours/week (Monday - Friday 9:00am-5:00pm)
Work Setting: Onsite (815 Danforth Ave, Toronto, ON); with limited opportunities to work remotely Salary: E: $24.50/hr Final date to receive applications: January 26, 2026 by 11:59 pm

Wood Green is a team of diverse and innovative change makers working together to make a difference in our communities. A United Way Anchor Agency with a proven track record and an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity. Visit (Use the "Apply for this Job" box below). to learn more about who we are and to review our Equity Statement.

We are committed to building an inclusive and diverse workforce, representative of the communities we serve. We encourage, and are pleased to consider, applications from Indigenous peoples, racialized persons/persons of colour, women/women identifying, persons with disabilities, 2

SLGBTQIA+ persons, and others who contribute towards promoting innovative ideas and solutions.

The Booking Centre’s primary role is to optimize the client experience from their first point of contact with Wood Green’s Community Programs Unit until they are securely attached to a program with an appropriate intake appointment, information session registration or other program-specific entry step. The Community Programs Unit includes employment, skills training, newcomer, financial counselling, tax, and other programs and services.

The Booking Centre supports clients’ early attachment to multiple programs of need, ensures response time service level agreements for referrals are met, creates efficiency at scale for referral and intake management, and creates a consistent and high‑quality customer service experience. The CSR is responsible for inbound and outbound contact with leads, assisting them to attach to the appropriate program(s).

• Demonstrate warmth and friendliness as well as a client centre‑approach to ensure inquirers feel welcomed, supported and informed. Create equity in all aspects of service delivery, striving for inclusion and equitable outcomes for all individuals who come to Wood Green
• Respond to inquiries and referrals received via email, web forms, voicemail, and referral platforms (e.g., RASP, TRF, CTMS and FindAJob portals) within the WCG service level agreement time frames, which can vary by the source of the enquiry and channel
• Contact leads through phone (Via Aircall), email, or text. Understand needs, confirm interest, screen for eligibility, assess program fit, and facilitate service pathways
• Help reduce the risk that intake will not be successful by providing clear and accurate information about the CPU programs, set appropriate expectations and confirm that leads wish to proceed with an intake appointment on an informed basis
• As feasible and natural within the context of the conversation with leads, ask high‑level needs assessment questions and refer to other Wood Green programs (e.g. employment training programs, Tax Clinic, Settlement, Youth Services, Walk‑in Counselling)
• Book intake appointments with CPU program staff, ensuring alignment with client and Employment Consultants’ schedules
• Create and send appointment reminders. Follow up on appointment confirmations, to maintain smooth client interactions
• Maintain organized records of all inquiries, referrals, and bookings to meet service level agreements (SLAs)
• Track and report progress on call lists, ensuring timely follow‑up and updates
• Esca…