Job Description

Contact Centre Representative

Temporary Full-Time (35 Hours / Per Week) 3-Months

Join Us in Supporting People, Strengthening Community

At Community Care Durham (CCD), coordinated networks of volunteers and inter-professional staff, working out of integrated community hubs and other locations, strive to enrich the well-being and quality of life for people wherever they choose to call home. As the largest community support services agency in Durham Region, CCD collaborates with its partners and the broader community to address community issues and support local citizens to achieve their goals to live independently.

Why Join CCD?

We offer purposeful work, every role at CCD contributes to supporting people and strengthening communities, and a supportive environment where compassion drives everything we do.

Reporting to the Client and Contact Centre Manager, the Contact Centre Representative is the first point of contact for all client inquiries across all the programs Community Care Durham offers. This role requires a client service extraordinaire who is patient, empathetic, and highly organized. You will be responsible for providing comprehensive program information, managing client intake, coordinating transportation, and ensuring smooth logistics for our services. This role will involve multi-tasking in a dynamic environment while maintaining a high level of client satisfaction and efficiency

Responsibilities include but not limited to:

Handles a high volume of all incoming inquiries for various Community Care Durham programs, ensuring that all clients receive accurate and comprehensive information; Provides exceptional customer service, demonstrating patience, empathy, and professionalism at all times; Follows up with clients and ensures all needs and expectations are met, addressing any concerns promptly; Supports with the schedules and coordinating of transportation services for clients; Utilizes scheduling software's and tools to manage appointments, transportation, and service coordination; Maintains a deep understanding of all programs and services offered by Community Care Durham to address a wide range of client questions; Accurately updates client information in the Community Care Durham data base; Handles multiple tasks simultaneously, including phone inquiries, e-mail correspondence, data entry, and coordination with care providers; Adheres to company policies and procedures, ensuring compliance with privacy regulations and ethical standards; Collaborates closely with other departments to ensure a seamless client experience across different services; Meets and exceeds call centre metrics key performance indicators.

Qualifications required:

Proven experience in client service, preferably in a healthcare or community care setting; Strong knowledge of logistics, planning, and coordination, particularly in transportation scheduling; Excellent communication and interpersonal skills, with the ability to handle sensitive situations with empathy and professionalism; Ability to multitask in a fast-paced environment while maintaining attention to detail; Proficient in computer skills, including data entry, scheduling software, and Microsoft Office Suite; Experience with Alayacare is an asset; Strong problem-solving skills and a proactive approach to managing client needs; Ability to work both independently and as part of a team; Knowledge of Community Care Durham's programs and services (preferred but not required; training will be provided). Sensitivity to the needs of the vulnerable population with disabilities, including challenges in cognition Satisfactory Police Vulnerable Sector Check Must work in a safe manner and promote the health and safety of all staff, volunteers, clients and the community as outlined within CCD policies

Compensation:

Hourly base rate of $22.00; with an additional 5% in lieu of benefits, and 6% vacation pay

Work Location:

Whitby, ON

*Subject to change, CCD services clients throughout the Durham Region

Hours of Work:

8:30am - 4:30pm, Monday through Friday

Vacancy Status:

This posting is for an existing vacancy

Please apply in writing referencing posting #2025-69 outlining qualifications and experience by 4:00pm on

Monday December 29

th

, 2025, to

Human Resources, Community Care Durham email: careers@communitycaredurham.on.ca

Job Types: Full-time, Fixed term contract
Contract length: 3 months

Pay: $22.00 per hour

Expected hours: 35 per week

Benefits:

Employee assistance program On-site parking
Work Location: In person

Application deadline: 2025-12-29