Mission Statement: Understand the aspirations of seniors and respond with innovative supports.

Vision Statement: Building inclusive communities where all seniors are connected to living their best possible life.

Position: Customer Service Team Leader-Central Purchaser (Full-time)

Hours of Work: 35 hours per week

Posting Date: October 17, 2025

Reports to: Executive Director

Deadline: Until position is filled

Position Summary Responsible for leading customer service functions including responding to inquiries, facilitating persons to submit requests, feedback and complaints, and registering clients for numerous activities, and responsible for conducting central purchasing functions.

Responsibilities

• Leads all customer service functions including switchboard, reception, mail and fax handling, public announcements, facilities work order requests, and programs and services registration.
• Responds to clients’ inquiries and provides them with appropriate information related to housing, programs and services while following the privacy policy.
• Receives and documents customer complaints, compliments and suggestions according to current policy and practices.
• Conducts central purchasing functions that include sourcing product options to ensure the best value and quality.
• Negotiates pricing with vendors/suppliers, and processes purchase orders and maintains accurate records.
• Reconciles vendor invoices with the monthly credit card statement to ensure accuracy before submitting for payment processing.
• Supervises the customer service team and maintains customer satisfaction levels through ensuring high quality services are provided by the team
• Develops, implements and maintains work processes and procedures related to customer service
• Completes administrative supervisory duties including interviewing and hiring, appraising performance, addressing complaints and resolving problems
• Conducts orientation and job training for new employees and for current employees as needed
• Performs other support duties as needed.

Education:

• College diploma in Business, Office Administration, Customer Services, Executive Assistant programs or other related area

Skills & Experience:

• Five years’ working experience of which at least three years are in customer service
• Experience in supervising employees an asset
• Experience working with frail and cognitive impaired seniors in diverse communities an asset
• Professional telephone manner and strong interpersonal and communication skills
• Proficiency in Microsoft Office, specifically Word, PowerPoint, and Excel
• Strong organizational skills with the ability to multi-task, maintain priorities and meet deadlines in a busy and fast-paced environment
• Ability to handle payments in a secure and accurate manner
• Ability to work in a team environment and independently with minimal supervision
• Ability to complete tasks with a courtesy, enthusiasm and a positive attitude

Working Conditions:

• Regular work interruptions
• Occasionally moving boxes weighing 5–10 lbs
• Climbing up and down a two-step stepper
• Exposure to the general public and receiving concerns and complaints
• Required to work occasional evening or weekend hours
• Frequent exposure to computer terminal, phones and switchboard
• May be exposed to contagious diseases

Other:

• Vulnerable Sector Screening Check required
• Proof of full vaccination or Medical Exemption Certificate
• Must be available to work occasionally evenings and weekends.
• Must be available to work in-person Monday to Friday during business hours

Senior Persons Living Connected is a diverse work environment. We encourage applications from all persons, including persons with disabilities. Accommodation will be provided, if needed, in accordance with the Ontario Human Rights Code and Accessibility for Ontarians Disability Act.

While we thank all applicants for their interest, only those applicants selected for interview will be contacted.

This is a full time position