Call Centre Agent

2 weeks ago

Kanata, Canada Home Instead Full time

Home Instead is looking for caring and compassionate individuals to become a part of our growing team and join our mission of enhancing the lives of aging adults throughout our community. Home Instead Senior Care provides a variety of non-medical services that allow senior to meet the challenges of aging with dignity, care and compassion.

The On-Call Coordinator is expected to perform a variety of duties that relate to client inquiries for services. They are expected to be responsible for providing the highest level of quality service to all clients and family members. They will develop and nurture relationships with callers on an on-going basis through regular communication and providing resources that will support them. The On-Call Coordinator works hand in hand with the office teams to ensure a positive, cohesive, and supportive environment for all Key Players to ensure needs are met with all teams.

**As a Home Instead Employee, you receive**:

- **Job Training** - initial and on-going training is consistently provided
- **Work Local** - serve seniors in your own community
- **Social Environment** - give you the opportunity to meet new people, develop meaningful relationships and work cohesively with a team
- **Personal Satisfaction** - you will make a difference in someone’s life
- **Growth Opportunities** - grow your career in various avenues
- **Incentives **- competitive incentive plan to reward continued growth in metrics
- **Competitive Compensation Plan** - includes RRSP matching and company benefits

**Essential Job Functions**:

- Adhere to all procedures, specifically Control of Service Provision, First Visit, Service Complaints, and Incidents & Accidents, as mandated by our Quality Management System
- Ensure the needs of the client, family, employee, and company are consistently being met through regular contact on the status of their specific request
- All call-off shifts that you receive must be staffed. If unsuccessful in staffing a shift before 8:30am, a call to the office is required to hand off the unassigned shift with a synopsis of the efforts made
- Ensure that all key indicators are met or exceeded including decreasing cancelled shifts and ensuring staffing is done in a thoughtful manner where Etobicoke client/CAREGiver schedule portfolio by being accountable for all scheduling transactions that occur after hours
- Will be accountable for being responsive to the client and CAREGiver needs
- Build trust by complying to our Quality Management System
- Demonstrate common sense in decision making while anticipating the consequences of decisions.
- Discern when there is a need for quick decisions or more thorough assessments
- Ability to work independently and meet deadlines
- Ability to maintain confidentiality of information
- Maintain accurate client and CAREGiver records in ClearCare (system)
- Monitor, mediate, and log both client and CAREGiver activity and follow up on CAREGiver assignments and client service in ClearCare (system)
- Share your heart by participate in the CAREGiver retention programs and coordinate CAREGiver of the month recognition
- Answer each incoming call in a friendly, professional, and knowledgeable manner
- Field new client inquires over the phone in a knowledgeable manner, enter information into ClearCare and arrange Care Consultations
- Reflect the core values & Guiding Principles of Home Instead Ottawa

**Position Recruitments**:

- Schedule is from 5pm - 8:30am Friday, Saturday, Sunday and Monday
- Experience in customer service is an asset
- Experience with phone etiquette is an asset
- MS Office proficient
- **PLEASE NOTE**_
- Home Instead requires proof of full vaccination against COVID-19 from all employees, with the exception of those who require accommodation under applicable human rights regulation._

**Salary**: $90.00 per day

**Benefits**:

- Dental care
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Evening shift
- Night shift
- Weekend availability

**Experience**:

- Customer Service: 1 year (preferred)

Licence/Certification:

- Drivers License (preferred)

Work Location: Hybrid remote in Kanata, ON

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