Customer Care Coordinator

CFMWS - WHERE PURPOSE MEETS PASSION! At Canadian Forces Morale and Welfare Services (CFMWS), we’re more than just a workplace; we’re a proud community dedicated to supporting Canadian Armed Forces members, veterans and their families in their daily lives. We carefully curate and provide programs and services designed to meet their unique needs and enhance their mental, social, physical, financial and familial well-being. CFMWS employees deliver programs and services including recreation, sports and fitness programs, customized financial services, retail services, access to retail savings and discounts and offers family support and organizes charity events. Our success stems from living our values. Our employees care about their role in supporting Canadian Armed Forces members, veterans and their families and act with integrity in all they do. Thriving in our close-knit environment, we act as one team with one mission. We constantly seek new ideas and creative ways to deliver the best possible programs and services. As an employer, we offer a commitment to your health, wellness and growth. We provide a diverse range of roles across many locations and a career where you can make a meaningful impact. THE ROLE The Customer Care Coordinator will plan, organize and coordinate delivery of intake and front-line support, assess client needs, providing emotional support, information, assistance, and facilitate referrals to service providers and mental health professionals, as required. The Customer Care Coordinator will ensure the operation and oversee the interactive voice response system and associated equipment. Input, review and maintain client intake and family registration data in Client Relationship Management system and facilitate the integration of newly posted families to the community by assigning them to a community service provider in their region. QUALIFICATIONS NEEDED Education, Certifications and Licenses College Diploma in Social Services, Mental Health, Human Services, or a related field, AND several years of experience in human/family services and providing front line support OR A demonstrated equivalent combination of education, training and/or experience. This includes, but is not limited to, demonstrated military education, training and experience Experience In evidence-based approach for psychosocial services In working with a cross-section of the community In conducting client needs assessments for referral In providing front line support In non-violent crisis intervention In emergency response to critical incidents In supportive counselling and critical incident stress debriefing procedures In researching, establishing, sustaining and fostering a network of community contacts and partnerships In preparing reports In data collection and statistical analysis In public relations and marketing (facilitating and monitoring social media sites an asset) In applying policies, procedures and regulations In providing emotional support In planning and conducting presentations Competencies, Skills and Abilities Client focus, organizational knowledge, communication, innovation, teamwork and leadership. LANGUAGE REQUIREMENTS Bilingual Essential Reading: Advanced Writing: Functional Oral: Advanced BENEFITS AVAILABLE Health Benefits: Drug coverage, healthcare spending account, virtual care (telemedicine), Employee and Family Assistance Program, mental health support, travel insurance, dental, vision, life insurance and disability insurance. Work Life Balance: Flexible work options and a wide range of paid/unpaid leave, including paid vacation, family related leave and personal days. Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans. Learning and Development: Payment of professional association memberships, online learning opportunities including a LinkedIn Learning subscription and second language training. Perks: Discounts through CF One Member Appreciation. Explore all the benefits CFMWS offers by visiting: https://cfmws.ca/Benefits OTHER INFORMATION This is an on-site position with an assigned work location. Interviews will be conducted virtually. As part of the selection process, the successful candidate must complete a Vulnerable Sector Check. START DATE March 30, 2026 INCLUSION AND ACCOMMODATION CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of Canadian society. If contacted in relation to a job opportunity or assessment, you should advise the recruitment team in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.