Service Centre Advisor Jobs

Program: EO

Location: Remote (EST)

Who we’re looking for

Service Centre Advisor

Like WCG, you believe in the power of work to transform lives. As a Service Centre Advisor, you will work in a customer-focused role, managing centralized referrals, highlighting the benefits of Integrated Employment Services and achievements of program outcomes. This is a support role for our Service Provider Network, Jobseekers, Employers and Service System Manager team. The Service Centre Advisor role is integral to the success of the program, and 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 convert interested referrals 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)
• Effective use of WCG’s Case Management System and other systems and databases
• Always deliver exceptional customer service
• Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures
• Develop a strong understanding of WCG’s contract, guidelines, policies, and processes
• Support with development of new tools and resources, as Subject Matter Experts, and continual improvement initiatives
• Provide support to resolve Client complaints, disputed referrals and any other areas related to Client referrals
• Contact Client referrals received from external partners and ensure all service standards are achieved
• Filing, mailing and other administrative tasks

What you bring

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

What we offer

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

For complete job requirements, see the full visit our careers page at wcgservices.com

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.