Administrator, Office

Position Title: Administrator, Office  

Reports To: Manager, CNIB SmartLife

I. Scope and summary of primary responsibilities

Home to a myriad of accessible technologies and devices, CNIB SmartLife is an interactive retail and lifestyle experience like no other. CNIB SmartLife is Canada’s largest retailer of assistive devices for people with sight loss, serving over 20,000+ individuals annually. This role will assist with the daily operations of the Calgary CNIB SmartLife Centre, technology training and programming, and administrative duties. This includes supporting participants with sight loss, their communities, the general public, and other organizations related to sight loss, with assistive device demonstrations and training, completing sales, and collaborating with CNIB teams on programming for participants.

Essential Functions

The position entails, but is not limited to the following responsibilities:

• Welcoming and greeting participants entering the SmartLife Centre;
• Assisting with SmartLife Centre participant interactions, such as answering inquiries, scheduling and managing participant appointments, triaging and aiding in troubleshooting devices;
• Assisting with processing participant payment transactions through CNIB SmartLife’s Point-of-Sale System in-person, over the phone, and online; Supporting with inventory management, including stock replenishment, and fulfilling participant orders;
• Supporting with daily operations of available external funding sources to participants with sight loss;
• Providing information about CNIB services and programs to all individuals with sight loss, their communities, organizations, and the general public;
• Learning about CNIB SmartLife assistive technologies and devices, and other mainstream assistive technologies that promote independence for individuals with sight loss;
• Collaborating with CNIB team members in creating, planning, promoting, and co-facilitating programs that enhance the lives of individuals with sight loss, as well as external organizations;
• Troubleshooting and ensuring devices that have been donated are up to date, and in working condition to distribute back into the sight loss community;
• Performing other duties as required.

Administrative Support

• Collecting participant general information during in-person interactions to improve SmartLife communications, such as newsletters, success stories, etc.;
• Ensuring registered participant data is up to date during group sessions;
• Supporting with tracking of inventory levels to inform replenishment requests, and currently available used devices and their conditions;
• Administrative responsibilities in support of in-person inquiries involving SmartLife and CNIB programs, services, and events.

Relationships and Communication

• Answering and helping participants with CNIB SmartLife services and programs;
• Teaching and demonstrating assistive technologies and devices, as well as skills and strategies to participants;
• Co-facilitating group sessions with participants;
• Participating in and joining CNIB team meetings;
• Promoting understanding and awareness of sight loss, including social and financial barriers and individual experiences;
• CNIB programs, events, services, and vision health through customer service and partnering community agencies;
• Ensuring confidentiality of private information.

Problem Solving and Time Frame of Impact

• Working under pressure in fast-paced environments;
• Managing and prioritizing deadlines with varying levels of urgency;
• Responding to participant inquiries in a timely manner;
• Problem solving and troubleshooting participants questions regarding CNIB SmartLife and mainstream assistive technologies;
• Providing timely and creative solutions and recommendations to support participants;
• Occasionally making appropriate decisions for incoming participant inquiries without immediate, direct guidance.

III. Qualifications  Knowledge and Skill Requirements

• Well-developed interpersonal and communication skills with various populations;
• Comfortable adjusting language use to discuss sensitive and private matters;
• Proficient with the Microsoft Office Suite (Word, Excel, Outlook);
• Basic understanding of assistive technologies, such as accessibility features on smartphones and computers;
• Strong self-starter mentality with teaching and learning different technologies;
• Ability to work independently and as part of a team;
• Professional attitude and representation.

Experience and Education

• Experience in customer service and working with the general public;
• Current students or graduates from post-secondary institutions preferred;
• Related fields of study include social services, disability studies, administration, communications, technology, customer service or equivalent work experience;
• Previous experience with the sight loss community is an asset.

CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodation at any stage of the hiring process