Client Care Advisor - Permanent Full-Time

Requisition Number: 1340

Terms of Employment: Permanent, Full-Time  

Location:  Thornton Cemetery

Employment Address:  1200 Thornton Rd N, Oshawa, ON L1H 7K4

Hours of Work:

• Week 1 - Monday to Saturday 
• Week 2 - Monday to Thursday 
• 8:30 am to 5:00 pm

Vacancy: 1 

Language: English

Hiring Range: $52,332 to $55,951 annually 

About Mount Pleasant Group:

Mount Pleasant Group (MPG) is a not-for-profit organization that has been dedicated to serving families in the Greater Toronto Area since 1826. MPG comprises of two affiliated entities: the Mount Pleasant Group of Cemeteries (MPGC) and Canadian Memorial Services (CMS). Together, they deliver comprehensive death care services with compassion and professionalism. MPGC owns and operates ten cemeteries and four crematoriums across the GTA, while CMS provides funeral services at nine locations, including funeral centres within MPGC cemeteries and standalone facilities known as The Simple Alternative. As a trusted community partner and environmental steward, MPG is committed to innovation, leveraging new trends and advancements in technology while upholding our long-standing values. Our team takes pride in the meaningful work we do every day, helping families navigate life's most challenging moments with care and respect.

Our Vision: A world where dignified, inclusive, innovative and trustworthy death-related planning and care are accessible to everyone.

Our Mission: MPG will serve the diverse clients and communities of yesterday, today and tomorrow with excellence and compassion to meet all their death care needs.

Our Values: Inclusiveness • Transparency • Innovation • Dependability • Compassion

At Mount Pleasant Group, we believe our strength lies in the passion and diversity of our people, and we deeply value the unique skills, perspectives, and experiences each individual brings to our team. We are committed to fostering an environment where everyone feels respected, supported, and empowered to be their authentic selves. By embracing inclusivity, we aim to build a workforce that collaborates meaningfully and reflects the richly diverse communities we are privileged to serve. We encourage individuals of all backgrounds, experiences, and identities, including those from underrepresented groups, to apply and join us in advancing our commitment to diversity, equity, and inclusion.

What we offer:

• Comprehensive benefit plan including medical, dental, vision, disability, life insurance, and a health care spending account
• Wellness resources and benefits including a wellness spending account
• Defined contribution pension plan with employer match
• RRSP & TFSA options
• Enhanced Employee Assistance Program (EAP)
• Internal training and development opportunities, including job shadowing and a mentorship program, and access to an Educational Assistance Program
• Annual Employee Engagement Surveys and Annual Employee Townhalls
• Salary increases, in accordance with company policy

About the Position:

We are looking for a Client Care Advisor to join our team at Thornton Cemetery.

The successful candidate will be required to:

Client Engagement & Client Care

• Contact families after they have received MPG services to gather feedback, offer continued support, and foster trust in the organization.
• Serve as a primary point of contact for client feedback, inquiries, and concerns, maintaining client satisfaction as the guiding principle in all interactions.
• Actively listen to clients to understand their needs, clarify concerns, and provide accurate information or solutions, escalating complex issues to the appropriate department or management as necessary.
• Handle a high volume of outbound and inbound calls in a professional, empathetic, and efficient manner while maintaining accuracy and attentiveness.

Administrative & Support Functions

• Use the Navision system to generate and cross-reference reports for accuracy before initiating client outreach.
• Write and send personalized, handwritten cards daily to maintain meaningful connections with clients.
• Document all client interactions thoroughly and accurately in the appropriate system to ensure clear and detailed records.
• Provide actionable feedback and suggestions to improve processes and enhance the client experience.

Other:

• Additional duties as assigned that fall within the scope of the role as assigned by the Manager, Cemetery Services.

Qualifications:

• A two (2) year college diploma in Business or other related disciplines; or equivalent combination of work experience, training and education.
• A valid Ontario “G” driver’s licence, acceptable driver’s abstract and vehicle for site visits.
• Compassionate and professional communication skills with the ability to provide a comforting tone when interacting with families.
• Clear and legible handwriting for handwritten correspondence.
• Strong commitment to customer service excellence, with a focus on continuous improvement.
• High attention to detail and accuracy in all tasks.
• Exceptional interpersonal and communication skills, with the ability to collaborate effectively as a team player.
• Proven ability to manage multiple tasks efficiently in a dynamic and fast-paced office environment.
• Intermediate proficiency of Windows and MS Excel, Word, and Outlook.
• Familiarity with organizational operations and services, demonstrating a well-rounded understanding of the company’s various facets.

Transparency in Our Hiring Process: Mount Pleasant Group’s recruitment process may utilize artificial intelligence (AI) tools to assist in the initial screening and matching of applications to job requirements. These tools are designed to support efficiency and consistency in reviewing applications. All hiring decisions are made by our recruitment team, in conjunction with the respective hiring manager. If you have questions regarding this process or require an alternative review method, please contact us.

The Mount Pleasant Group is committed to providing equitable opportunities to all applicants and strives to ensure a barrier-free selection process. If you require accommodation during the recruitment and selection process, please send us an email with your accommodation needs at accomodations@mountpleasantgroup.com, quoting the job requisition ID # and the job title. Any information received related to an accommodation will be addressed confidentially. 

The deadline for applications is September 22, 2026

Employees must apply through the Internal Career Centre in ADP.