Client Care Representative

About Us:

For over 40 years, Immigrant Services Calgary has been an integral part of the Calgary community, working to make a meaningful difference in the lives of newcomers. Through our work, we ensure families and individuals have the support they need to successfully begin a new chapter of their lives in Canada.

We continually innovate in our work, reimagining and transforming the newcomer experience to make it easier for our clients to access the support they need to thrive. We collaborate with partner agencies, governments, organizations, and community advocates, to help immigrants and refugees build thriving lives in our community.

Immigrant Services Calgary helps over 10,000 newcomers each year, connecting them to programs and services to unleash their potential.

Our Vision: Unleashing the economic, social, and civic potential of clients.

Our Mission: Connecting newcomers to the right service at the right agency every time.

Our Values: we are forward thinking, adaptable and optimistic. We value accountability, collaboration, and impactfulness. We act with integrity and treat people with respect.

Position Overview:

The Client Care team is the “face” of Immigrant Services Calgary and Gateway. Client Care serves to guide clients from their first contact with ISC/Gateway and throughout their journey with us to ensure a smooth and pleasant client experience.

The role of the Client Care Representative is to support the provision of newcomer supports to immigrants and refugees. This is a full-time (37.5 hours per week) position that reports to the Client Care Team Lead.

Applicants must be legally authorized to work in Canada to be considered for this position.

Key Responsibilities:

• Handle inbound inquiries to ISC and Gateway from digital (web, mobile app, Salesforce), telephone, and in-person client contacts.
• Greet and receive newcomer clients from diverse ethnic and cultural backgrounds.
• Manage multi-line telephony, which includes taking calls, transferring calls, and recording and relaying messages.
• Create and manage client’s digital files in Salesforce system to facilitate ongoing support and referrals for clients.
• Explain and promote the agency’s newcomer support services.
• Receive and send mail, including the delivery of packages such as reports and proposals.
• Complete assigned daily tasks on Salesforce including responding to client inquiries and booking and managing appointments for various in-house services.
• Update building security personnel on agency events, workshops, and other related activities happening in the building.
• Perform relevant administrative duties to enhance the effectiveness, efficiency, and smooth operation of the organization.
• Community Outreach activities as assigned including but not limited to providing support to GW Planners with booking of clients at CBE Welcome Centre.
• Other duties as assigned by the supervisor.

Qualifications:

• Diploma in Office Administration or related training.
• Solid experience in customer service and administrative support.
• Proficiency in a second language is required (Dari, Farsi, Pashto).
• Experience working with newcomers from diverse ethnic and cultural backgrounds.
• Experience handling multi-line telephone operation.
• Experience with databases and CRM systems. Experience with Salesforce is an asset.
• Cross-cultural sensitivity and passion for supporting newcomers throughout their journey.
• Outstanding interpersonal skills and excellent oral and written English language skills.
• Excellent organizational skills and ability to multi-task in a fast-paced environment.
• Experience with conflict resolution.
• Experience in using the Microsoft Office suite.
• Experience in using MS Outlook, Teams and Zoom to ensure smooth communication with clients and collaboration with team members.
• Ability to work evenings.

How to Apply:

To apply, please ensure your application documents include your full name in the title and submit them directly through our website. We kindly request that applications be submitted exclusively through our website and refrain from sending applications via email or phone.

Note: Internal applicants are requested to submit their applications through Dayforce.

We appreciate your interest in ISC and will reach out to shortlisted candidates as we move forward in the selection process. Your passion for supporting newcomers is valued, and we look forward to considering your application.

This posting will remain open until a suitable candidate is found.

Diversity and Inclusion

We are proud to be a welcoming and inclusive organization that embraces the diverse backgrounds and unique perspectives of every individual. We believe that diversity strengthens us, enabling us to better support our clients and create a richer community.

Our commitment to equality means that all qualified applicants will receive fair consideration for employment. Every person, regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, is not only welcomed but celebrated for their authentic selves. If you require accommodation during the application process due to a disability, please let us know. Your needs are important to us, and we're here to ensure a smooth and accessible experience.

Note: We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.

We are honoured to work on the traditional territories of the people of the Treaty 7 region in Southern Alberta, which includes the Blackfoot Confederacy (comprising the Siksika, Piikani, and Kainai First Nations), as well as the Tsuut’ina First Nation, and the Stoney Nakoda (including the Chiniki, Bearspaw, and Goodstoney First Nations). The City of Calgary is also home to Métis Nation of Alberta, Region III.