Job Posting 84434

Client Service Representatives
The AFC
Work From Home - From Anywhere
Anywhere
closes in 148 days (Mon, 28 Nov)
negotiable / flexible  •  $25-$30/hour

CANADA PERFORMING ARTS WORKERS’ RESILIENCE FUND (CPAWRF) PROJECT

JOB POSTING 

The AFC is the lifeline for Canada’s entertainment industry, helping Canadian entertainment professionals maintain their health, dignity and ability to work when they are at their most vulnerable due to injury, illness or other personal hardship. Our Emergency Financial Aid program has delivered more than $2 million to help people meet their basic needs since March 2020.

 

The AFC is an encouraging, respectful, and collegial workplace where we take pride in our work and live the organization’s values. These positions offer the opportunity for meaningful community service within a collaborative and supportive team.

 

The Government of Canada, through the Department of Canadian Heritage, recently announced the Canada Performing Arts Workers’ Resilience Fund (CPAWRF), a $60 million fund to assist organizations to provide programs to improve the economic, career, and personal circumstances of independent and self-employed workers in the live performance sector whose work opportunities continue to be impacted by the pandemic. The AFC has received funding that will allow us to deliver direct financial assistance to approximately 7,000 individual performers, technicians, and other industry members. We are seeking program staff with excellent communication skills, a passion for supporting the performing arts, and a dedication to serving community members with compassion and dignity.

Technical requirements: Reliable internet access is required, and some physical privacy is needed for client calls and sensitive discussions, and to store confidential material. A separate fee will be paid to compensate for the use of personal computers (must be equipped with a microphone or a headset), and internet.

Title: Client Service Representatives 

Hours: Full-time (40 hours/week), with varying shift schedules to include weekdays, weeknights and weekends. Some part-time positions may be available.

Contract Dates: All positions start ASAP, varying contract lengths from 2-10 months.

Salary range: $25-$30/hour

Number of positions available: 7

  • Client Service Representative Lead (full-time, 10-month contract) - 1
  • Client Service Representative, Bilingual (full-time, 10-month contract) - 2 
  • Client Service Representatives (varying schedules and contract lengths) - 4

 

The Client Service Representative (CSR) provides front-line support for applicants to the program, fielding inquiries by telephone and email, assisting clients with the application process, and directing applicants to appropriate resources. CSRs review applications to ensure that they are complete, and follow up with clients who need to submit additional information.  As this is a new project, the duties and responsibilities may change and vary as the project evolves. 

 

Client Service Representatives should be comfortable providing services by email and phone, and working with high-volume inquiries and quick turnarounds. Reporting to the Project Manager, these positions will work as part of a program-specific team to provide fast, high-quality client service. This position requires excellent communications skills, flexibility, and a passion for supporting arts and entertainment workers. 

 

Responsibilities include:

  • Field phone and email inquiries
  • Assist clients with the application process
  • Explain eligibility criteria and help applicants determine whether they meet these criteria. Redirect clients to other CPAWRF delivery organizations when necessary.
  • Refer clients to appropriate additional resources (government assistance, AFC programs) when requested
  • Provide appropriate and timely follow-up via phone or email to resolve inquiries
  • Quickly review incoming applications and documents for completeness
  • Follow up with applicants regarding incomplete or missing application items and assist clients to obtain supporting documents
  • Provide excellent client service, handle personal information respectfully and protect client confidentiality 
  • Work collaboratively to ensure that clients are served quickly and teammates are supported
  • Maintain clear client service notes and keep up-to-date database records 
  • Research, reporting, and additional administrative tasks as necessary

In addition, the Lead Client Service Representative will be responsible for:

  • Scheduling Client Service Representatives
  • Coordination of workflow
  • Tracking incoming applications to ensure quick client service
  • Coordination of administrative tasks with Project Manager and other project staff
  • Reporting on barriers to service and participate in efforts to reduce these barriers
  • Maintenance of standards and policies applicable to the position

Qualifications:

  • 3+ years’ client or customer service experience; experience in the fields of performing arts, administration, or human services strongly preferred
  • Experience providing remote customer or client support, preferably in a high-volume setting
  • Experience working with financial applications of any kind is an asset
  • Working knowledge of and/or experience in the Canadian live performance sector is an asset
  • Basic knowledge of personal finance (able to read bank statements, understand and explain basic concepts)
  • Proficient with remote work solutions (Microsoft Teams and Office 365); familiar with CRM or client databases 
  • Excellent reading comprehension and attention to detail; comfortable quickly processing basic math 
  • Excellent communication skills (verbal and written)
  • Able to adapt to changing direction in a fast-paced environment
  • Comfortable quickly making and documenting informed judgment calls 
  • Ability to read and write in other languages is strongly preferred (with designated positions for English/French bilingual candidates)

 

This is a multi-position posting. Please read the information for each position and see the How To Apply section to access our Job Application Portal

 

There is no application deadline. Submissions will be reviewed on a rolling basis, with some positions starting right away. You are welcome to apply to multiple positions with one application.

All positions are remote, and hours and contract lengths vary; please see below for more information. All candidates must be currently eligible to work in Canada for all employers.

 

HOW TO APPLY

Submit all applications via our Job Application Portal

All applications are confidential. 

The AFC invites applications from qualified individuals in all regions of Canada. Applications from members of racialized groups, Indigenous persons and other equity-deserving groups are encouraged for these positions. There is an opportunity for voluntary self-identification in the Job Application Portal. We invite you to share any important identities you hold that shape your identity/experience in a way you would like known by The AFC.  

The AFC is committed to the full inclusion of all qualified individuals and welcomes and encourages applicants with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If reasonable accommodation is needed to participate in the job application or interview process, please reach out to , and a staff member will be in touch. 

 

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