Client Support Agent

Position Title: Client Support Agent Classification: Receptionist Department: Integrated Health Services Reporting to: Program Administrator of Ottawa Language Access (OLA); Manager of Ottawa Newcomer Health Centre (ONHC) Type: TERM Contract Part Time (0.40 FTE) until March 31st, 2027 Pay Band: $21.26 hour to $25.65 per hour Deadline: June 30, 2026 at 5pm. ----------------------------------------------------------------------------- About us We are Somerset West Community Health Centre (SWCHC), a non-profit, community-governed organization that serves over 18,000 clients annually. Established in 1978, SWCHC provides a wide range of health care services such as primary health care, health promotion, community development, mental health, and harm reduction. We are deeply connected to the communities we serve and committed to removing barriers to accessing services for people who experience vulnerabilities because of their age, income, ability, sexual orientation or gender identity, and language or culture. SWCHC strives to ensure that our team reflects the communities we serve. We work within an anti-racist, anti-oppressive framework that acknowledges the existence and impacts of systemic racism and seeks to ensure that systems are fair and equitable for everyone. What You’ll Do The role of the Receptionist for the Ottawa Language Access (OLA) social enterprise is to assist in managing and directing calls and online interpretation requests, as well as to assist the Program Administrator of OLA pertaining to different areas of the program. The receptionist provides support for the smooth operation of OLA. The ideal candidate will understand and support SWCHC's mission, is a self-starter, and enjoys working in a fast-paced environment. The individual must possess excellent interpersonal skills, organizational capabilities, and basic reporting abilities. ---------------------------------------------------------------------------- What We’re Looking For Education: ∙ Office secretary diploma Professional Experience/Skills: ∙ 2-3 years experience in an office setting or a fast-paced call centre setting ∙ 2-3 years experience with customer service and administrative experience ∙ Experience with managing high call volumes and appointment management ∙ Experience and comfortable with providing customer support over phone ∙ High level of skill utilizing Microsoft suite, including OneDrive ∙ Experience with various scheduling software, an asset ∙ Experience with data extraction and generating simple reports, an asset Knowledge, Skills and Abilities: ∙ Awareness of Canadian Health Care System with in-depth knowledge of local system and programs, an asset ∙ Awareness of local health and social service resources ∙ Strong interpersonal, organizational and communication skills (both written and oral) ∙ Experience working with people from diverse backgrounds and awareness related to cultural competency ∙ Achieve standard of excellence with work processes and outcomes ∙ Strive for high client satisfaction, go out of the way to be helpful and pleasant ∙ Be helpful, respectful, approachable, and team-oriented ∙ Build strong working relationships and a positive work environment ∙ Take initiative, ownership of work, and work under minimal supervision ∙ Be receptive to feedback, be willing to learn, embrace continuous improvement ∙ Assure discreet handling of all client and program information ∙ Be consistently vigilant regarding confidential information ∙ Pay strong attention to detail and ensure high level of accuracy in data entry ∙ Juggle multiple tasks and meet demanding and conflicting deadlines ∙ Adapt to changing work environment ∙ Flexibility to work additional hours if needed Language Capability: ∙ Fluency in English is required ∙ Fluency in French is highly desirable ∙ Other languages- an asset Location: Mostly remote, with about 10% of the time on-site at ONHC (Gloucester Centre) ------------------------------------------------------------------------ Somerset West Community Health Centre is an equal opportunity employer who values the diversity of individuals in our programs and services. This posting is for a currently vacant position that we intend to fill through this recruitment process. We welcome and encourage applications from members of Indigenous, Black and racialized communities, Two Spirit, nonbinary, LGBTQ+ people; people with disabilities; and members of other equity seeking groups. Applicants are encouraged to share accessibility needs in the application process, and every attempt will be made to accommodate them. We sincerely appreciate your interest in working with us. Due to high volume of applicants, we can neither confirm receipt of nor respond to inquiries regarding your application. Only candidates selected for an interview will be contacted.

Manage and direct calls and online interpretation requests for the Ottawa Language Access social enterprise. Provide administrative support to the Program Administrator to ensure smooth program operations.

Requires an office secretary diploma and 2-3 years of experience in an office or call center setting. Must be fluent in English with strong organizational skills and proficiency in Microsoft Suite.

Identified from the job description. Confirm important requirements above.

• Customer Service
• Administrative Support
• Call Management
• Appointment Management
• Microsoft Office Suite
• OneDrive
• Data Extraction
• Reporting
• Interpersonal Communication
• Cultural Competency
• Confidentiality
• Time Management
• English Fluency
• French Fluency

Minimum education

Trade certificate

Minimum experience

2+ years