Hccss Customer Service Team Leader

4 weeks ago

Ottawa, Canada Medical Pharmacies Group Ltd. Full time

Purpose:
Under the supervision of the Customer Experience Manager, the Customer Service Team Leader is responsible for the supervision of the Customer Service Representatives at order desk to ensure compliance of policy and procedures and standard operating procedures, to support resolution to complex scenarios and train personnel.

Location: Ontario Medical Supply (OMS) - Ottawa, ON

Reports to: Manager, Customer Experience

No. of Positions: 1

ATR: 4428

Type: Full time, Permanent

**Salary**: Hourly, commensurate with experience

Benefits: Yes

Job Responsibilities:

- Monitor call queues and make adjustments as required
- Coach, mentor and train staff
- Document process and procedures
- Update work instructions and create workflows
- Identify and action opportunities to improve client services
- Actively promote positive external perception of the business
- Other responsibilities of the Customer Service Representative, such as:

- Responding to customer inquiries and escalate where necessary
- Updating customer profiles, including change of billing requirements
- Arranging for delivery and pickup of medical supplies and equipment
- Providing outbound and inbound communication to external clients and internal departments for service delivery
- Complex order management, including product recommendations, medication orders and trouble shooting
- Participate in a weekly on-call rotation with team lead partner providing support to the HCCSS CSD

Qualifications:
Skills:

- Ability to motivate others
- Holds self and others accountable
- Embraces change and ability to lead others through change
- Demonstrate customer service excellence
- Ability to manage time effectively, prioritize and make decisions
- Remains focused during high volume periods
- Demonstrates a positive and professional attitude
- Ability to communicate effectively, both verbally and in writing
- Enthusiastic and dependable and action oriented, with keen willingness to learn and improve on existing skill-set
- Commitment to deliver excellent internal and external customer service

Qualifications:

- Completion of Post
- Secondary Education in an Administrative or related field of study
- Minimum 2 years’ in a high volume customer service, order desk and/or call centre role, in a healthcare environment is preferred
- Proficient with Microsoft Office - including Excel, Word and Outlook
- Proficient with ERP systems, GP or Pronto preferred
- Bilingual (English & French) is an asset
- Ability to participate in an evening and weekend shift rotation, as needed

Human Resources:
While we thank you for your interest, only select applicants will be contacted regarding the position.

Medical Pharmacies Group Limited is an inclusive and equal opportunity employer committed to providing diversity and accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. All applicants must make their requirements known when contacted.

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