Dynacare is currently searching for a Bilingual Customer Care Representative to join our Dynacare Plus Contact Centre team on a 1- year Full Time contract.
Internal application must be received no later than August 15. 2023
Shift Details:
Hours: 37.5 hours per week
Monday to Friday: 8:00AM - 4:00PM (flexibility may be required)
Scheduled hours subject to change based on business needs. This role is currently remote/hybrid until further notice.
Responsibilities:
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To receive and process calls and written correspondence in a professional, polite and courteous manner; using a variety of databases
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To ensure effective, courteous and customer-centric communication with all internal and external clients
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Responsible for outbound telephone contacts
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Respond to customer inquiries and ensure prompt and effective resolution of requests
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Data Entry and other duties as requested
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Liaise with all departments to assist in effective resolution of inquiries
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Solve and document incoming problems and complaints
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Perform data entry functions in order to update master files, correct requisition errors and update patient demographics
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Monitor and address social media inquiries and complaints
Must have:
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Completion of secondary-school level education
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Call Centre experience an asset
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Working knowledge of Microsoft Office (Excel and Word) required
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Demonstrated ability to communicate effectively, professionally and politely in both official languages
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Demonstrated ability to resolve customer concerns in a non-threatening, friendly manner
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Demonstrated high level of interpersonal skills required to succeed in a collaborative working environment
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Demonstrated ability to work in a fast-pace, sometimes stressful environment
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Demonstrated ability to self-manage and prioritize in a results driven, time sensitive function
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Solid ability to utilize dispute or conflict resolution techniques to achieve desired outcomes
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Ability to perform under pressure with competing priorities.
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Strong interpersonal skills and the ability to work in a team-oriented environment
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Demonstrated Customer Centric approach and puts the customer first on all decisions
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Proven problem solving skills
Nice to have:
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Working knowledge of AS400 Operating System an asset
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Knowledge of Omnitech an asset
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Knowledge of CISCO Call Center platforms an asset
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Working knowledge of Medical terminology an asset
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Social media management experience an asset
DNA of an Ideal Dynacare Employee
I make a difference in people's lives. I am a caring, collaborative team-player who is passionate about quality and continuous improvement.
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Caring - I demonstrate strong empathy and genuine concern for my colleagues, patients and customers.
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Collaborative Team Player - I know I play a key role in helping the Dynacare team achieve success. I am comfortable in a changing environment, and I can easily manage multiple priorities.
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Passion for Quality and Continuous Improvement - I am always looking to learn and solve problems. I am detailed oriented, adaptable and find ways to make things better.
