Customer Care Representative

Job Posting: Bilingual Customer Care Representative Where YOU work makes a difference. Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive. Are YOU our next Bilingual Customer Care Representative? Dynacare is looking for a Bilingual Customer Care Representative; you will be on the frontline and the face of Dynacare when it comes to resolving customer issues and helping us enhance customer experience. You will make an impact by displaying a high degree of care and support for Canadians and help them lead healthy lives. Your positive and helpful interaction will go a long way towards supporting a patient in need. Status: Permanent, Full Time Shift: Day Shift, Monday - Saturday; 8:00 am – 5:00 pm (Guaranteed 37.5 hours per week) Discipline: Customer Service Work Style: Hybrid Location: 245 Pall Mall Street, London, Ontario, N6A 1P4 Start Date: As soon as possible Internal Posting Deadline: Internal posting expires on December 2, 2025 Why Dynacare is an amazing place for YOU: - Join an award-winning "Top Employer" with meaningful and impactful career opportunities - Access a health and wellness benefits program that supports you and your loved ones - Grow and thrive with a dynamic, successful company through internal mobility opportunities - Invest in your future through RRSP match benefits and an employee stock purchase program - Experience a collaborative, diverse workforce that prioritizes dignity and respect for all How YOU will make a difference: Responsibilities: - Accurately completing required data entry for orders placed via fax, telephone or email - 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 - Process documents including email, filing, faxing, scanning - 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 elevate 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. What YOU bring to the role: - You bring strong written and verbal communication skills, and you can clearly articulate issues, concerns and inquiries - Bilingual in French - You have empathy and keep your composure when dealing with difficult customers and make the customers feel heard and supported - You are a get‑up‑and‑go type when it comes to multi‑tasking and prioritizing within a fast‑paced environment - You organize and complete projects accurately, on time and in a team environment - You are an innovative thinker with attention to detail - Proficiency in MS Office Suite - Nice to have: Community College diploma and previous experience in customer service and or call centre - 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: - Working knowledge of AS/400 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 has been a “Top Employer” for many years and there is a reason why. We are a great place to work. At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care – we would like to meet you. We hope you will join us in our journey to become Canada’s health and wellness solutions leader. Passionate about supporting healthy lives with commitment and care? Please apply today and let us open the door to your extended career journey. Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the Dynacare Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process. #J-18808-Ljbffr