About The Career Foundation: The Career Foundation is a dynamic non-profit organization and registered charity that offers a wide range of employment, training, and workforce development services to job seekers and employers. Since its inception in 1988, The Career Foundation has steadily expanded its services. Operating out of seven locations in the Greater Toronto Hamilton Area, as well as offices in British Columbia, Alberta, and Nova Scotia, we now help thousands of people each year successfully achieve their employment goals. Our team of dedicated professionals has described The Career Foundation as caring, compassionate, innovative, and team-oriented. For more information about us and our services, please visit our website at CareerFoundation.com  

Some of the benefits and features available to our employees include: 
•    Competitive compensation
•    A comprehensive health benefits plan that includes massage therapy, naturopath services, travel coverage, and much more
•    A comprehensive dental insurance plan
•    An RRSP Matching benefit
•    An Employee & Family Assistance program
•    Employee wellness initiatives
•    Paid days off for religious observance purposes
•    Paid days off for personal wellness purposes 

Program & Role Description: The Career Foundation operates five full suite Integrated Employment Services (IES) Centres across the Greater Toronto Area (GTA), conveniently located in Etobicoke, North York, Toronto, York, and Scarborough. These centres provide job seekers with a comprehensive range of services, including career exploration, résumé and interview preparation, job search support, employer connections, and employment retention support. The Career Foundation also partners with employers that share our commitment to community hiring. Employer services include access to a diverse talent pool, support with coordinating and hosting hiring events, guidance on how to effectively coach and support new hires, and strategies to support job retention.

The Customer Information Representative is responsible for providing exceptional customer service at front desk reception, responding to client inquiries with warmth and professionalism, coordinating appointments, and assisting with client service navigation.

While this position is based at our North York Employment Centre, the successful candidate will also be required to travel to and work onsite at our York, Etobicoke, and Toronto Employment Centres, as assigned, to provide reception coverage when needed at those locations.

In addition to its primary customer service responsibilities, this role is also responsible for administering Employment Related Financial Supports (ERFS) and Brokered Incentive Agreements (BIA), including reviewing, processing, tracking, and maintaining supporting documentation in accordance with program and funder requirements.

This position requires exceptional customer service and administrative skills, as well as the ability to confidently manage busy reception environments, maintain a high standard of customer service and professionalism, and accurately perform detailed administrative responsibilities with strong attention to detail, organization, and accuracy.

Position Type: 
Full-time (37.5 hours per week) one-year contract with excellent potential for permanency.

Starting Salary: 
The starting annual salary for this position is $45,000.00 (or $46k if the successful candidate holds a master’s degree, full bilingualism in French, or full proficiency in Sign Language).

Base Location and Travel Requirements:
This position is primarily based at our North York office (Lawrence Ave. W. & Allen Rd.) and requires regular travel to our York (Weston Rd. & Lawrence Ave. W.), Etobicoke (Islington Ave. & Hwy. 401), and Toronto (Yonge St. & St. Clair Ave. E.) locations to provide reception coverage as needed. The successful candidate must be available to work onsite on a full-time basis and be willing to travel between and work from any of the locations listed above, as assigned.

Vacancy Status:
This posting is for an existing vacancy. 

Start:
As soon as possible 

Reporting to:
Area Manager, Employment and Placement Services 

Vulnerable Sector Check:
An offer of employment for this opportunity will be contingent on the incumbent providing an acceptable Vulnerable Sector Check (VSC).

Use of Artificial Intelligence:
Artificial intelligence (AI) is not currently used to screen, assess, or select applicants at any stage of the hiring process

Responsibilities include:

Reception, Customer Service, and Resource & Information 

• Provides exceptional customer service to clients at front-desk reception, including greeting walk-in and scheduled clients upon their arrival and providing full assistance with the registration and check-in process.
• Receives incoming calls, provides program information to callers, and redirects calls to appropriate extensions.
• Responds to voicemail messages and emails from clients, partners, suppliers, and other stakeholders, in accordance with The Career Foundation’s customer service standards.
• Facilitates initial eligibility screening for clients and prepares proper documentation.
• Provides clients with general job search resources and relevant information and support, such as assistance with creating new email accounts for job search purposes, navigating online web forms, and general troubleshooting in the office’s Resource and Information Area.
• Assists with preparing and facilitating events such as open houses, job fairs, staff training sessions, and other activities, including arranging refreshments.
• Liaises with prospective job seeker applicants to encourage and confirm their participation in available services.
• Maintains the office’s meeting rooms, and other shared spaces.
• Schedules and organizes meetings for the team.
• Communicates with partners to maintain effective referral and reporting relationships.
• Monitors and responds to live messages submitted via The Career Foundation’s website chat function on a rotational schedule.
• Provides support to the manager with onboarding new team members as assigned.
• Performs other relevant duties as assigned.

Administration & Financial Support Claims Processing 

• Reviews Employment Related Financial Supports (ERFS) and Brokered Incentive Agreements (BIA) to ensure all eligibility criteria and documentation requirements are met and required reimbursement processes are followed. 
• Follows up with team members and clients, as needed, to obtain complete and accurate documentation; and provides guidance to team members on requirements.
• Reviews financial support requests to ensure completeness, accuracy, and alignment with approved client service plans.
• Verifies supporting documentation, including invoices, receipts, quotations, and request forms, to ensure compliance with funder requirements.
• Liaises with the Finance department as needed to support payment processing, reconciliation, tracking, and resolution.
• Prepares and maintains complete files to ensure audit readiness and adherence to internal standards and funder requirements.
• Maintains centralized tracking of financial supports, including allocations, approvals, expenditures, and payment status.
• Maintains accurate records of financial supports, claims status, documentation, and approvals within online data management systems.
• Adheres to strict confidentiality of client and employer information in accordance with privacy and security protocols and policies.
• Provides management with relevant reports and data when requested.
• Performs other relevant duties as assigned.

Qualifications & Skills Required:

• Post-secondary diploma or degree in Business Administration, Office Administration, or another field relevant to the position’s duties is highly preferred, or an equivalent combination of education and experience is required. 
• Minimum of two years’ experience in reception-based customer service and administrative support.
• Must be willing to work on-site from the office on a full-time basis, including travel to all assigned locations to provide coverage when needed. 
• Excellent verbal and written English communication skills, with the ability to clearly communicate information. Fluency in a second language is considered an asset. 
• Exceptional customer service skills and the ability to uphold the organization’s service standards, policies, and core values. 
• High emotional intelligence, demonstrating patience, empathy, and connection when working with clients of varying experiences, needs, and abilities.
• Prior experience supporting the administration of government-funded financial support programs (e.g., Employment-Related Financial Supports or similar initiatives), and/or demonstrated knowledge of documentation verification, eligibility assessment, and claims processing, is considered an asset.
• Strong attention to detail, with a demonstrated ability to ensure accuracy in tracking and documentation.
• Exceptional relationship-building skills, with a proven ability to develop rapport with individuals from diverse backgrounds and a range of stakeholder groups.
• High ethical and confidentiality standards, with proven experience handling sensitive information and demonstrating tact, diplomacy, and sound judgment. 
• Excellent time management and organizational skills, with the ability to multitask and meet deadlines and objectives. 
• Proficiency in Microsoft Office Suite and Microsoft 365 applications, including Outlook, Teams, and SharePoint. 
• Demonstrated aptitude for learning new technologies and systems. Prior experience using case management systems (e.g., FFAI, CaMS) is considered a strong asset. 
• Flexibility to work outside regular business hours, including evenings and weekends, during peak periods.
• Strong work ethic, with a positive, proactive attitude and a commitment to delivering high-quality work.
• Demonstrated ability to remain flexible and resilient, adapting quickly to changing priorities while maintaining trust and positive working relationships.

The Career Foundation’s Commitment:
The Career Foundation is committed to diversity and inclusion and aims to create a healthy and rewarding environment for all. We welcome applications from qualified individuals who represent the diversity of the people we proudly serve, including, but not limited to, visible minorities, women, persons with disabilities, Indigenous peoples, and individuals of all genders and sexual orientation. The Career Foundation, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), is also committed to accommodating applicants with disabilities throughout the recruitment process. We will work with candidates requesting accommodation at any stage of the hiring process.