Customer Care Representative

2 weeks ago

Edmonton, Canada DynaLIFE Full time

The Customer Care Centre is a central booking call center located in Edmonton. Customer Care Centre Representatives schedule appointments for customers. As a Customer Care Representative, you will set the first impression of _Dyna_**_LIFE_**_Dx_ with initial contact with customers. Through this service, the Customer Care Representatives play a critical role in the management of wait times in our Patient Care Centres.

**Major Functions and Responsibilities**
- Provide a positive, professional first impression of the company by employing excellent customer service skills while handling a high volume of calls.
- Responsible for providing high quality service within a high stress environment.
- Demonstrate discretion and confidentiality in all communications.
- Main responsibilities include:

- Receiving calls from clients
- Booking and/or cancelling appointments for clients
- Assisting clients in selecting appointment times and locations
- Providing clients with instructions and other information such as directions to the locations, hours of operation, and assistance to those customers wishing to book an appointment on-line
- Handling and documenting customer concerns/compliments in the Quality Assurance Program

**Required Skills**:

- Excellent interpersonal and communication skills with a focus on client service and public relations.
- Good judgement/decision making ability in order to handle calls appropriately without direct supervision.
- Flexibility to meet operational requirements including hours of work and location.
- Strong team player with the ability to perform duties independently and professionally.
- Presents a pleasant, professional manner at all times.

Required Experience
- Experience in customer service is required.
- Experience in a call centre environment is an asset.
- Current DynaLIFE Customer Care Centre experience is an asset.

**Minimum Qualifications**
- High school diploma or equivalent is required.
- Training in telephone etiquette an asset.

**Other Information**
- As workload demands and operational requirements shift, the location, dates and/or hours of work may be changed
- Please note that DynaLIFE positions are scheduled to transition to either APL or AHS on or before December 18, 2023
- Preference for this position will be given to bargaining unit members in accordance with the terms and conditions of the DynaLIFE/HSAA Collective Agreement
- All _Dyna_**_LIFE_**_Dx_**employees are required to be fully immunized against COVID-19 with a Health Canada approved vaccine as a condition of employment
- All persons newly hired to _Dyna_**_LIFE_** must show their confirmation of SIN letter/SIN card and government issued photo ID to Human Resources prior to commencing work.
- All persons hired to _Dyna_**_LIFE_**_ _must be authorized to work in Canada for any employer.
- Individuals hired into all positions must provide verification of their highest level of education.
- A security clearance will be required for employees newly hired to _Dyna_**_LIFE_**.
- A security clearance with vulnerable sector completed may be required for employees newly hired to _Dyna_**_LIFE_**:

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