Dynacare is currently searching for a Customer Care Representative to join our Dynacare Plus Customer Care team. The candidate can be located in Ottawa (currently a work from home opportunity until further notice). This is a 1 year contract.
Shift: Mon-Friday 8:00 am to 4:00 pm. Scheduled hours subject to change based on business needs.
Accurately completing required data entry for orders placed via fax, telephone or email
To receive and process Customer Service calls and written correspondence in a professional, polite and courteous manner; using a variety of databases
To ensure effective, courteous and customer-centric communication with all internal and external clients
Responsible for outbound telephone contacts including reporting of all Stat, critical and abnormal results to clients
Respond to customer inquiries and ensure prompt and effective resolution of requests
Faxing, Data Entry and other duties as requested
Liaise with all departments to assist in effective resolution of inquiries
Solve and document incoming problems and complaints
Perform data entry functions in order to update master files, correct requisition errors and update patient demographics
Monitor and address social media inquiries and complaints
Completion of secondary-school level education
Call Centre experience an asset
Working knowledge of Microsoft Office (Excel and Word) required
Demonstrated ability to communicate effectively, professionally and politely
Demonstrated ability to resolve customer concerns in a non-threatening, friendly manner
Demonstrated high level of interpersonal skills required to succeed in a collaborative working environment
Demonstrated ability to work in a fast-pace, sometimes stressful environment
Demonstrated ability to self-manage and prioritize in a results driven, time sensitive function
Solid ability to utilize dispute or conflict resolution techniques to achieve desired outcomes
Ability to perform under pressure with competing priorities.
Strong interpersonal skills and the ability to work in a team-oriented environment
Demonstrated Customer Centric approach and puts the customer first on all decisions
Proven problem solving skills
Nice to have:
Working knowledge of AS400 Operating System an asset
Knowledge of Omnitech an asset
Knowledge of CISCO Call Center platforms an asset
Working knowledge of Medical terminology an asset
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.
Caring - I demonstrate strong empathy and genuine concern for my colleagues, patients and customers.
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.
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.