Customer Service Representative

Job Description

The Customer Services Representative is responsible for providing excellence in customer service to all customers who call Circle of Care. The job incumbent will respond to all telephone inquiries, conducts first line investigation of client situations, records client interactions and directs callers to front line emergency coordinators. The Customer Services Representative demonstrates a commitment to the client and the team through demonstrated communication skills and to building relationships with internal and external callers.

We are looking for:A Full-Time Permanent Client Services Representative

Hours of Work:Monday – Thursday: 12:30PM to 8:30PM, Friday: 1:30PM to 8:30PM. This is a hybrid work from home role.

Reports to:Supervisor, Operations

Compensation

Hiring Salary Range: The salary for this role ranges from $37,000 to $44,000 per year, depending on your skills and experience.

Circle of Care Benefits:

Hybrid Environment: This is a hybrid position, with a mix of 3 in-office work and 2 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit. 

Health and Dental Benefits: A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life. 

Retirement Savings Plan: As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.  

Learning and Development: We support your continued growth and learning through paid training and professional development opportunities throughout your career.

Responsibilities

Customer Inquiries and Navigation

• Answer all customer phone calls using standard customer focused practices including responding in a timely manner, identifying self and always being friendly.
• Listen to customer requests, identify and address the customer’s needs in a timely manner, navigating calls to appropriate departments and/or persons.

Customer Service

• Conduct first level information gathering and triaging for urgent calls as per standards outlined in the Triage Protocols, including calling clients, caregivers and recording conversations in the client care system using standardized protocols.
• Proactively trouble shoot client related problems by following organizational standards to address urgent client issues and escalate if required.
• Participate in client schedule verification procedures as required.
• Demonstrate an effort to continuously improve customer service skills.

Team Building and Leadership

• Actively participate in team initiatives and meetings.
• Build support for agency vision and departmental goals/objectives by communicating, collaborating and leading by example.
• Build rapport with team members to ensure a high performing team.
• Look for opportunities to highlight the connection between overall strategy and day-to-day activities.
• Provide consistent communication and feedback.
• Act as a change agent to positively encourage others and manage change.
• Identify and communicate ideas that they identify as opportunities for improvement.

Management of Relationships with Internal and External Partners

• Actively participate in the team, collaborate with, and provide solutions/support to the department to achieve strategic goals and objectives.
• Communicate professionally to develop trust and optimize relationship development.
• Provide customer support to internal and external customers.
• Lead by example and demonstrate organizational values in all personal behaviours.

Risk, Health and Safety Management

• Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C.01.38).
• Participating in health and safety processes and procedures.
• Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being
• Participating in all health and safety training initiatives on a regular basis.
• Taking proactive action against client incidents within your scope of practice.
• Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies.
• Assessing the severity of an adverse client safety/risk event and determining the best follow-up and developing an action plan following the event. Collaborating with funder (ex. HCCSS) and following any additional processes as required.
• Calling emergency services (911) when the client is at immediate risk of harming themselves or others, or if there is a serious injury and/or imminent harm.
• Evaluating any potential hazards and identifying clients at risk for adverse health and safety events, taking preventative measures when necessary to minimize reoccurrence.
• Reporting all safety events impacting clients, caregivers and families in a timely and honest disclosure.

Qualifications

• Post secondary education in communications related field or equivalent.
• six months of experience in a Call Centre and/or Customer Service Environment.
• Excellent telephone, interpersonal, verbal/written communication, and customer service skills.
• Excellent organizational and time management skills.
• Ability to work in a fast-paced environment and handle stressful situations.
• Ability to use good judgment in assessing difficult customer situations.
• Strong problem-solving skills with an ability to resolve urgent client situations.
• Ability to perform routine work independently.
• Knowledge of general office practices, procedures, standards, and medical terminology.
• Advanced computer knowledge in a Windows environment, e.g. Outlook, Word, etc.
• Additional language skills are an asset (Russian).
• Negotiation and conflict resolution expertise is an asset.