Administrative Specialist

What You'll Do

• Customer Service Excellence
• Serve as the primary reception contact, managing an average of 20–30 daily interactions (in-person, phone, and email) with job seekers, employers, community partners, and vendors, ensuring all inquiries are handled promptly and professionally.
• Respond to incoming calls and reception inquiries within 3 rings and acknowledge walk-in clients within 1 minute of arrival, ensuring a welcoming and professional first impression.
• Provide accurate information and resource direction in 95%+ of interactions, escalating complex inquiries to appropriate team members within the same business day when required.
• Maintain email response timelines within 1 business day, ensuring all stakeholders receive timely, courteous, and solutions-focused communication.
• Track and follow up on outstanding inquiries, ensuring 100% closure of customer requests and documentation of follow-ups within established service timelines.
• Support a customer satisfaction standard of 90% or higher, demonstrated through feedback, internal reviews, or service quality monitoring.
• Contribute to a positive client experience by maintaining a professional, friendly, and solutions-focused approach in all interactions, helping to strengthen trust and support successful outcomes for job seekers and partners.
• Data Assessment & Operational Actioning
• Navigate and manage 3–5 internal and external systems (e.g., case management, reporting, scheduling, and documentation platforms) to collect, review, and validate data for 40–100 transactions daily, ensuring completeness and accuracy.
• Review incoming information and identify key data points within established timelines, applying critical thinking to assess accuracy and determine appropriate next steps in accordance with departmental procedures.
• Maintain data accuracy rates of 98% or higher, ensuring all entries, updates, and validations meet compliance and quality standards.
• Apply sound judgment to make routine operational decisions independently, escalating exceptions or discrepancies to supervisors within the same business day when required.
• Track and document all operational actions, ensuring 100% completion of required documentation to support reporting, audit readiness, and regulatory compliance.
• Complete data validation and follow-up actions within established service standards (same-day or within 24 hours) to support timely service delivery and workflow continuity.
• Collaborate with internal teams and cross-functional departments to resolve complex cases, contributing to timely resolution of 95%+ of data-related inquiries within established timelines.
• Contribute to continuous improvement efforts by identifying recurring data issues, trends, or gaps, and providing regular feedback to supervisors to support process improvements and system accuracy.
• Reporting, Data Accuracy, & Invoice Processing
• Generate routine and ad-hoc reports on a daily, weekly, and monthly basis to support operational tracking and decision-making, producing 5–10 scheduled reports per month and additional reports as required.
• Review and validate data across multiple systems (3–5 platforms) to ensure accuracy, completeness, and alignment of records, maintaining data accuracy standards of 98% or higher.
• Perform regular data quality checks and reconciliations, identifying discrepancies and resolving 95%+ of issues within 1 business day to ensure reliable reporting outputs.
• Support invoice processing by reviewing 20–60 invoices per month (or as assigned), verifying supporting documentation, confirming accuracy of amounts, and ensuring compliance with internal financial procedures.
• Upload, track, and reconcile invoices across multiple systems, ensuring 100% of invoices are logged and submitted within established processing timelines (typically within 2 business days of receipt). Maintain organized digital and physical records to support financial tracking, reporting, and audit readiness, ensuring 100% compliance with record retention and documentation standards.
• Assist with internal and external audits by preparing documentation, completing verification checks, and ensuring all required records are readily accessible within established audit timelines.
• Contribute to continuous improvement by identifying recurring reporting or invoice discrepancies and recommending workflow improvements to enhance data integrity and processing efficiency.
• General Office Duties & Event Preparation Support
• Perform general office tasks such as photocopying, scanning, filing, and organizing documents
• Order office and event-related supplies, ensuring adequate inventory levels and timely replenishment
• Assist in preparing materials for meetings and events, including assembling packets, printing handouts, and creating lists or sign‐in sheets
• Support event logistics by coordinating setup needs and ensuring all required materials and equipment are available
• Maintain cleanliness and organization of shared office spaces, supply areas, and workstations
• Provide administrative support to staff as needed to ensure smooth day‐to‐day operations
• You’re a Great Fit for This Role If You:
• Have a Diploma or Associate Degree in Business Administration, Office Administration, Accounting, or a related field preferred.
• Bring 2 years of administrative or office support experience required; equivalent combinations of education and experience will be considered.
• Are Proficient in data entry, reporting systems, and office software (e.g., Microsoft Office Suite) required.
• Are Bilingual French-Canadian a plus