Booking Centre - Client Service Representative (2026-403-CP)

Competition #2026-403-CP Booking Centre – Client Service Representative (2026-403-CP) Employment Type: Contract Hourly (End Date: March 31, 2027), Bargaining Unit Work Hours: 35 hours/week (M-F, 9am-5pm) Work Setting: 815 Danforth Ave , Hybrid Eligible – May be eligible for hybrid work arrangement based on operational needs Salary: External Rate E7: $45,885.11
Internal Rate E8: $46,821.54 Application Deadline: November 2, 2026 by 11:59 pm

Program Overview – Integrated Employment Services, Community Programs (815 Danforth Ave)
Integrated Employment Services at WoodGreen is a high-performance team that improves communities, families and individual lives through effective access to employment. Working at a local Integrated Employment Services Centre or other sites in the City of Toronto, they rapidly help high-need jobseekers obtain quality, sustainable employment. The employment needs in the City of Toronto are intense, and our staff bring compassion, energy, focus and skill to address these needs in a fast-paced, high-volume environment. WoodGreen’s staff are supported by caring managers, training, tools, procedures, and systems for success. We aim to have the best jobseeker client experience and outcomes available in Canada, and our Integrated Employment Services team is a cornerstone of this success.

What You Will Do
- 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 WoodGreen.
- Respond to inquiries and referrals received via email, web forms, voicemail, and referral platforms (e.g., TRF, RASP) within the WCG service level agreement timeframes. Which can vary by the source of the enquiry and channel.
- Contact leads through phone, 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 IES program, set appropriate expectations and confirm that leads wish to proceed with an IES 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 WoodGreen programs (e.g. employment training programs, Tax Clinic, Settlement, Youth Services, Walk-in Counselling).
- Book intake appointments with IES program staff, ensuring alignment with client and Employment Consultant schedules.
- Create and send appointment reminders. Follow up on appointment confirmations, cancellations, and rescheduling requests to maintain smooth client interactions.
- Maintain organized records of all inquiries, referrals, and bookings to meet service level agreements (SLAs).
- Escalate complex inquiries or challenges to the Booking Centre Supervisor when necessary.
- Maintain accountability for handling the assigned share of work volume.
- Readily participate in training and coaching with the Booking Centre Supervisor to support work performance. Use supervisor monitors and feedback as a constructive learning experience.
- In an efficient and prompt manner, complete all documentation and data entry per WoodGreen standard operating procedures (e.g. client notes, data entry, referrals, updating forms).
- Work collaboratively with IES program teams, particularly managers, Employment Consultants and program assistants to ensure effective appointment bookings and seamless client service.
- Collaborate effectively with other WoodGreen teams when making referrals outside the IES program.
- As needed to support site operations and only if a low work volume permits, provide customer service support at the front desk, engage in outreach activities and perform other duties.
- Participate in and complete upgrading training and education as required by WoodGreen.

What You Bring to the Team
- Post-secondary education in Business Administration, Social Services, or a related field preferred.
- Minimum one year of experience in customer service, intake, or administrative roles.
- Proficiency in Microsoft Office Suite.
What Will Set You Apart
- Familiarity with client resource management systems (e.g. Microsoft Dynamics, SalesForce) a plus.
- Knowledge of employment services or social services is an asset.
- Highly ethical, compassionate and purpose driven with an overarching desire to support client success.
- Energy and enthusiasm to meet new people, listen and learn about their needs and experience, and work to improve their life and the lives and their families.
- A strong sense of personal accountability for accomplishing individual tasks.
- Coachable and able to adapt and change in procedures, systems, client needs, external trends, etc. as the service delivery context evolves.
- Patience, compassion and sensitivity to deal with different cultures and different levels of abilities among clients, colleagues, partners and others in the work environment.
- Understanding of and ability to communicate principles and practice of diversity and anti-racism.
- Excellent interpersonal skills as well as verbal and written communication skills.
- Excellent organization and time management skills and strong attention to detail.

WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at [email protected] of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

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