Important requirements
Please apply only if:
- You have at least one year of experience in a call centre, contact centre, client intake, inside sales or another position where telephone calls were a substantial part of your workday.
- You are comfortable spending most of your day handling inbound and outbound telephone calls.
- You can work full-time from our Toronto office, five days per week. This is not a remote or hybrid position.
- You can listen carefully, communicate clearly and document sensitive client information accurately.
Applications that do not meet these requirements will not be considered.
About Disability Credit Canada
Disability Credit Canada helps Canadians with disabilities and their families navigate the Disability Tax Credit process.
We are looking for an experienced, phone-focused Client Intake Specialist to join our intake team. You will speak with prospective clients, learn about their circumstances, collect accurate information, explain our services and ensure that every necessary follow-up is completed.
Many callers may be dealing with difficult medical, personal or financial circumstances. This position requires empathy, patience, confidence and the ability to keep conversations organized and productive.
Responsibilities
- Answer incoming calls from prospective and existing clients.
- Make outbound follow-up calls regarding inquiries and applications.
- Conduct structured telephone intake conversations.
- Ask relevant questions and collect complete, accurate information.
- Explain our services, process and next steps in clear, straightforward language.
- Create and update client records in our CRM.
- Handle confidential personal, medical and financial information appropriately.
- Respond calmly and professionally to callers who may be frustrated, anxious or overwhelmed.
- Work with other intake and client-service team members to move inquiries forward.
- Meet established expectations for call activity, responsiveness, documentation accuracy and follow-up completion.
- Escalate complex questions or situations to the appropriate team member.
Required qualifications
- At least one year of experience in a call centre, contact centre, client intake, inside sales or another phone-intensive customer-service role.
- Strong active-listening and spoken communication skills sufficient to conduct detailed telephone intake accurately.
- Demonstrated ability to communicate professionally and empathetically with callers.
- Confidence handling frequent inbound and outbound telephone calls.
- Strong attention to detail and accurate computer data-entry skills.
- Ability to learn and explain a structured service process.
- Ability to manage follow-ups and competing priorities reliably.
- Ability to maintain confidentiality when handling sensitive information.
- Ability to work full-time from our Toronto office.
- Legal authorization to work in Canada.
Preferred qualifications
- Experience using a CRM or client-management system.
- Experience working with call-volume, response-time, conversion or follow-up targets.
- Experience supporting people dealing with sensitive health, disability, financial or family circumstances.
- Experience in disability services, healthcare, insurance, legal intake, financial services, tax services or government benefits.
- Experience collecting detailed eligibility or application information.
- Additional language skills are welcome but are not required.
Application process
Please submit your resume and complete all application questions.
Selected applicants will participate in:
- A short telephone screening interview.
- A structured interview.
- A brief, job-related telephone intake simulation and CRM-note exercise.
The telephone exercise assesses listening, comprehensibility, empathy, accuracy, call organization and the ability to explain next steps. It does not assess a candidate’s accent, birthplace or cultural background.
This posting is for an existing vacancy on our intake team.
Pay: $20.00 per hour
Benefits:
- Life insurance
- On-site parking
Ability to commute/relocate:
- North York, ON M3J 2P6: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have at least one year of experience in a role where telephone calls represented a substantial portion of your workday?
- In your most recent phone-based position, approximately how many calls did you handle per day? Were they inbound, outbound or both?
- What percentage of your typical workday was spent speaking with customers or clients by telephone?
- Describe how you would handle a caller who is frustrated, overwhelmed and unsure whether our service can help. Please answer in 3–5 sentences.
- Which CRM or client-management systems have you used, and what information did you document in them?
Experience:
- Call centre: 2 years (required)
Work Location: In person
