Customer Care Representative

2 weeks ago

London, Ontario, Canada Dynacare Full time
Dynacare is currently searching for a
Customer Care Representative to join our team in London, Ontario.

This is a permanent Part time position working 15 hours per week on site at our London location, 3 days a week, from 12pm-5pm.


Responsibilities:

  • 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 customercentric communication with all internal and external clients
  • Respond to customer inquiries and ensure prompt and effective resolution of requests
  • Report to MRO, other private clients and the companies they represent
  • Resolve customer inquiries and ensure prompt and effective resolution of requests
  • Liaise with all departments to assist in effective resolution of inquiries
  • Solve and document incoming problems and complaints
  • Process supply order requests from clients and work with internal warehouse team.
  • Compliance of SOP guidelines as it relates to the organization.
  • Maintain KPI (key performance indicators) as it relates to the organization.
  • Work closely with the Customer Service Manager on process improvements as it relates to the collection of data and overall performance of the department.
  • Work closely with the Laboratory team as it pertains the testing process and test results.
  • Track errors that have a direct impact on clients and escalate any contentious items to the Customer Service Manager and Laboratory.
  • Work with the sales and marketing team for new and existing clients
  • Perform data entry functions in order to update master files, correct chain of custody errors and update laboratory demographics.

Must have:

  • Completion of secondaryschool level education
  • Call Centre experience
  • Strong keyboarding skills
  • Working knowledge of Microsoft Office (Excel and Word) required
  • Demonstrated ability to communicate effectively, professionally and politely in English (verbally and in writing)
  • Demonstrated ability to resolve customer concerns in a nonthreatening, friendly manner
  • Demonstrated high level of interpersonal skills required to succeed in a collaborative working environment
  • Demonstrated ability to work in a fastpace, sometimes stressful environment
  • Demonstrated ability to selfmanage and prioritize in a result 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 teamoriented environment
  • Demonstrated Customer Centric approach and puts the customer first on all decisions
  • Proven problemsolving skills

Nice to have:

  • Bilingual in French is an asset.
  • 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


Dynacare is committed to doing our part to protect our team, our clients, and our communities against the spread of COVID-19.

Please note that it is a requirement for this role that the individual be fully vaccinated* unless an exemption under the applicable provincial human rights legislation applies.

Proof of full vaccination will be required to be submitted to our third-party services provider for verification purposes.
- "Fully vaccinated" is defined as two doses of a Health Canada approved COVID-19 vaccine, plus 14 days after the second dose.

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