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Client Care Outreach Representative
4 months ago
The Opportunity
The Client Care Outreach Representative is responsible for a variety of outbound functions such as connecting with clients by making calls or emailing on overdue accounts; confirming payment schedules and amounts; notifying clients about their outstanding non-compliances; reaching out to clients for data collection activities for specific projects or general account updates; and other duties as assigned where an outbound call to clients is required. This is a Part-Time position working a minimum of 17.5 hours per week, between Monday to Friday 8:00 AM - 5:00 PM.
Status: Regular Part-Time, UnionNumber of Positions: 1
Pay Grade: 11 ($29.10 per hour, minimum 17.5 hours per week) Location: Vancouver, BC (hybrid work environment) Reports to: Business Leader, Client Care
As a Client Care Outreach Representative, you will:
- Perform routine follow-up on aged overdue accounts and apply payments as necessary while meeting the required performance standards.
- Manage a portfolio of outstanding client debt ensuring all outreach activities are completed within guidelines.
- Contact clients for data collection as required.
- Search clients for returned mail/email and update information in Technical Safety BC's records.
- Take part in outbound calling campaigns within the organization.
- Validate client data and information through outbound calling and update Technical Safety BC's records.
- Communicate/escalate concerns as needed that require a supervisor and/or third-party;
- Report on the status of overdue accounts and provide input on actions required for unreachable clients.
- Provide additional administrative support to department staff such as administration mail processing, preparation of basic correspondence, filing, etc.;
- Make outbound collection calls in a professional manner while keeping and improving client relations.
- Review and monitor assigned accounts and all applicable client outreach reports.
- Provide timely follow-up on payment arrangements.
- Phone calls, regular mail, and email correspondence to clients as required per assignment;
- Assist with simple invoice changes and other related duties as assigned.
Knowledge, Skills & Experience you have:
- Completion of Grade 12 required, with some postsecondary education preferred.
- Good negotiation and communications skills, with a basic knowledge of invoice and collection principles and at least one year work experience, or equivalent combination of education and experience in outbound client outreach activities such as collections or client retention.
- Strong verbal and written communication skills, with a focus on interpersonal communication and excellent customer service;
- Calm and professional phone demeanor;
- Organized, methodical, and detail oriented;
- Demonstrated analytical and problem-solving skills;
- Self-motivated and able to work well in a team-oriented environment, providing ideas and open feedback;
- Basic knowledge of Safety Standards Act and associated policies and regulations an asset;
- Ability to work under general or remote supervision in a multi-tasking environment;
- Ability to work independently, under pressure, and prioritize using good judgement;
- Ability to deal with emotional and demanding clients in person and over the telephone;
- Adherence to organizational policies and procedures;
- Accuracy and consistency in processing documentation and data;
- Ability to learn internal computer applications and enter and retrieve data accurately in a variety of information systems and data bases.
- Able to compose a variety of correspondence such as emails, letters, and documents.
- Proficient in Microsoft Office Suite, specifically, Microsoft Excel, and Outlook;
- Flexibility and availability to work varied shifts defined by operational needs (Monday to Friday daytime hours).
Beyond the role:
- Community & Wellness - We recognize and respect each other's diverse needs. We strive to maintain a healthy culture of psychological safety, belonging, and space to prioritize healthy minds and well-being. This includes flexible paid holidays, a free subscription to the Calm app, and a flexible hybrid work environment focused on connections. Our teams also enjoy giving back to the community, and having fun, whether volunteering in the community, or running together on our Sun Run team. In 2023, Technical Safety BC donated to Crisis Centre BC, Aboriginal Coalition to End Homelessness, BC Wildfire Recovery, PADS, and Rise to Thrive Foundation.
- Employee Resource Groups - We have Employee Resource Groups (ERGs) for Mental Health & Wellness, Indigenous Relations & Reconciliation, and Equity Diversity and Inclusion (EDI) to support initiatives we're passionate about.
- Compensation & Benefits - In full transparency, you can find our industry-competitive compensation information on our postings. For our regular employees, we have outstanding benefits that include extended health, dental and disability coverage, access to an employee and family assistance program (EFAP), competitive annual paid vacation entitlements, public service defined benefit pension plan, generous top-up allowance for new parents, and time-off for caregiving, moving, and adoption leave. We recently upgraded our mental health benefits to $1500 separate from our non-mental health paramedical services too.
- Learning & Development - We value giving and receiving feedback, as well as encouraging different ways for us to continuously learn as a company. This can be through lessons learned, wrap up sessions, one-on-one meetings, and team or individual courses, workshops, and conferences. In addition, we offer up to $1500 tuition aid per calendar year to support your education and learning goals.
About Technical Safety BC
At Technical Safety BC, we matter to each other. Together, we apply a systems mindset to safety, embrace possibility, and act on what we learn. Our culture empowers and enables innovation and connection. Our environment welcomes diverse perspectives and learning is celebrated. We make decisions based on data and use our expertise to make the safety system equitable for all.
Our values guide our work.
- We see genius in diversity
- We foster confidence
- We make the complex simple
- We adapt
Technical Safety BC is an independent, self-funded organization that oversees the safe installation and operation of technical systems and equipment across the province. In addition to issuing permits, licences and certificates, we work with industry to reduce safety risks through assessment, education and outreach, enforcement, and research. Through simplification of our initiatives, we promote understanding and engagement, making safety accessible to everyone. As society changes, we create and adopt new ideas, skills, and tools that will enable us to meet the safety challenges of a highly-connected world.
If you are interested in this position, please apply online by 9:00 AM PT May 22, 2024 This opportunity will remain posted until filled; however, priority consideration will be given to those who apply by the deadline. To see a full list of our current opportunities or to learn more about working at Technical Safety BC, please visit our careers page.
We thank everyone who has applied to this opportunity. Applicants can check the status of their online applications by logging into their profile. Only those shortlisted for an interview will be contacted directly.
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