Customer Care Representative

3 weeks ago

London, 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 customer-centric 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 secondary-school 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 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 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 team-oriented environment
- Demonstrated Customer Centric approach and puts the customer first on all decisions
- Proven problem-solving 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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