Customer Service Associate

Join Our Team:

Imagine being part of an organization that adds value to our community cares about its staff and creates a supportive workplace environment. Starling Community Services (formerly Lutherwood) is a progressive not-for-profit health and social service organization that strengthens peoples lives by providing mental health employment and housing services to more than 16000 people annually in Waterloo Region and Wellington County.

We need great people like you to help us realize our mission and support communities where everyone experiences mental wellness opportunities for employment a place to call home and a sense of belonging.

There is one casual Customer Service Associate position available starting on July 2 2025 working various hours per week.

Your Role:

Acts as the primary point of contact for enquiries and provides information regarding the services at Luther Village on the Park. Receives payments and processes requests for services. Provides administrative support to customers and staff as required.

Tasks:

Customer Service:

1. Answers in-person phone or electronic enquiries from customers and investigates complaints regarding the establishments goods services and policies.
2. Greets customers and discusses type and quality of on-site services for purchase rental or life lease.
3. Responds to and reports resident visitor and staff suggestions and complaints.
4. Completes financial transactions (i.e. room booking meal tickets activities dry cleaning) invoices cash / cheque /debit card / credit card purchases and charges.
5. Acts as a communication liaison for all departments within Luther Village on the Park.
6. Responsible for receiving and submitting work orders on behalf of residents and staff.
7. Distributes ERS pendants; Completes ERS testing as required to ensure pendants are functional.
8. Responsible for the utilization and implementation of procedures to monitor and minimize risk to the residents (i.e. meal attendance follows up monitoring resident sign in / out book).
9. Assists with programming the ERS equipment and the maintenance of the ERS database.
10. Calls residents to complete meal reminders. Coordinates with appropriate departments to share the results.
11. Serves as a navigator to residents families and the general public.
12. Monitors resident activities and reports any behavioral changes or injury to the appropriate department.

Administrative:

1. Types edits proofreads and finalizes correspondence reports statements invoices forms presentations and other documents.
2. Provides administrative support including word processing photocopying collating and distributing a variety of documents in coordination with other administrative staff.
3. Maintains and updates resident and staff lists.
4. Books meeting rooms and Guest Suites on request.
5. Responsible for data entry and printing of reports as required.
6. Completes purchase orders and orders supplies for the division.
7. Assists with orientation and training of front desk staff.
8. Maintains daily float and reconciles daily transactions.
9. Processes incoming and outgoing mail and courier deliveries.
10. Completes monthly billing and preauthorized payments using POS including long distance A La Carte short-term stays guest suites room bookings and tray service; processes and distributes statements.
11. Responsible for preparation and orientation materials for move-ins.
12. Creates daily slideshow of activities and events.
13. Documents in Point Click Care as a means of communicating incidents and other information pertaining to residents.

Your Talents and Experience:

High school graduation and minimum two years administrative experience or equivalent education/experience combination. Minimum typing speed of 60 w.p.m. Knowledge of and ability to utilize a variety of office machines. An excellent knowledge of a variety of computer word processing and database packages especially Microsoft Office is essential. Excellent communication and interpersonal skills. Ability to work independently with minimal direction in a fast-paced environment. Ability to handle multiple tasks.

Whats in it for you

• Rate of Pay: At Starling Community Services all salaries are categorized under a series of bands determined during our job evaluation process. When determining the rate of pay for external hires a candidates past related experience will be taken into consideration along with where others with similar experience currently fall within the band.
• Note: most new team members will start between the starting salary and the mid-point of the range.
• Job Band B (hourly wages): Min - $21.85 Max - $22.61
• A positive work culture inclusive workplace policies and employee wellness initiatives.
• Eligible to join the HOOPP defined pension plan on a voluntary basis.

• Paid vacation (pro-rated to start date and hours for position; accumulated bi-weekly).
• Access to our Employee and Family Assistance Programwhich provides free and confidential counselling resources and services.
• Discounted GRT passes through membership with Travel Wise.
• Employee Referral Incentive Program.
• Agency Orientation and Training modules.
• Professional development and tuition reimbursement opportunities.
  
• Staff appreciation events.

If you are community-focused and share our values and commitment to equity we want you to grow with us. Please submit your application through BambooHR in confidence no later than 4 pm onJune 202025.

This is an internal and external posting.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you dont have every single requirement and the exact level of experience listed in our description but the skills and experience needed for the role still resonate with you please consider applying. Diversity of experience and skills combined with passion is a key to innovation and quality; therefore we encourage people from all backgrounds to apply to our positions. Please let us know if you require any support submitting your application or during the interview process by contacting Human Resources at or by calling ext. 1247.

Our Commitment to Equity:

To better serve the diversity of our community the agency is dedicated to creating an inclusive and equitable environment for both clients and staff with particular attention to supporting BIPOC communities 2SLGBTQIA individuals and other historically marginalized and underrepresented groups. We understand that addressing systemic inequities is crucial to fulfilling our mission and promoting the well-being of the communities we serve.

Our equity strategy is guided by core principles that emphasize celebrating diversity building strong partnerships prioritizing client service and recognizing equity is a shared responsibility.

Required Experience:

IC