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Customer Care Coordinator
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Cold Lake, AB
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Canadian Forces Morale and Welfare Services (CFMWS)

Customer Care Coordinator

Cold Lake, AB, Canada

$67,990.00 - $80,000.00 · Full-time

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Job details

Pay: $67,990.00 - $80,000.00
Job type: Full-time
Apply by: Nov 19, 2026
Posting language: English
Posted: Nov 5, 2026

Original job description

Position Type:

Permanent Full time

Compensation Range:

$67,990.00 - $80,000.00

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
Bachelor's degree in Social Services, Mental Health, Human Services, or a related field, AND some years of experience in human/family services and providing front line support
(OR 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
Client focus, organizational knowledge, communication, innovation, teamwork and leadership.

LANGUAGE REQUIREMENTS

English essential

Reading:

Advanced

Writing:

Functional

Oral:

Advanced

TERM OF EMPLOYMENT

Start Date (dd/mm/yyyy):

04/01/2027

OTHER INFORMATION

The location for this position is:

On-Site

The address associated with this location is:

1 Queensway Road, Cold Lake, Alberta, Canada

Relocation Eligibility:

The successful candidate may be eligible for relocation benefits subject to eligibility and approval.

Important Note:

This job advertisement closes at 12:00 AM (midnight) on the indicated closing date, according to the position’s local time zone. The posting is no longer available for applications once that date begins. To be considered, your application must be submitted before the specified deadline. If you experience any technical issues submitting your application, please email careers@cfmws.com before the deadline.

WHY JOIN CFMWS?

A supportive and collaborative culture that values creativity, integrity and teamwork
The opportunity to make a transformative difference in the lives of Canadian Armed Forces members, their families and Veterans
Health and Wellbeing benefits (based on eligibility these can include drug, vision and dental coverage, healthcare spending account and access to telemedicine)
Work-life balance (including leaves) and retirement planning (based on eligibility this includes access to a Defined Benefit Pension Plan)
Opportunities for professional development, learning and career growth
National and local discounts and perks

Explore all the benefits CFMWS offers by visiting: https://cfmws.ca/Benefits.

INCLUSION, EQUITY AND ACCESSIBILITY

CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. If you are contacted regarding a job opportunity or assessment, please inform the recruitment team promptly of any accommodation measures that would help ensure you are assessed fairly and equitably. All information relating to accommodation measures will be handled confidentially.

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More about this job

Responsibilities

The Customer Care Coordinator manages front-line support and client intake, assessing needs to provide emotional support and facilitate referrals to mental health professionals. They also maintain client data in the CRM system and coordinate the integration of military families into the community.

Requirements

Candidates must hold a Bachelor's degree or College Diploma in Social Services, Mental Health, or a related field, combined with relevant experience in human or family services. Proficiency in psychosocial services, crisis intervention, and community networking is required.

Skills

Client needs assessment
Front-line support
Supportive counselling
Crisis intervention
Critical incident stress debriefing
Data collection
Statistical analysis
Report preparation
Public relations
Marketing
Community networking
Case management
Emotional support
Presentation skills

Benefits

Health insurance
Dental coverage
Vision coverage
Healthcare spending account
Telemedicine
Defined benefit pension plan
Professional development
Career growth opportunities
National and local discounts

Visa sponsorship

Not detected in the job text

Keywords

Social Services
Mental Health
Human Services
Psychosocial Services
Crisis Intervention
Critical Incident Stress Debriefing
Data Collection
Statistical Analysis
Public Relations
Marketing
Community Partnerships
Intake Coordination
Supportive Counselling
Case Management
CRM
Interactive Voice Response
Military Support
Veteran Support
Family Services

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