Client Service Associate

3 days ago

Yarmouth, Nova Scotia, Canada VON Full time

Job Summary:

VON Canada is seeking a skilled Client Service Associate - Team Lead to join our Client Service Team. As a key member of our team, you will be responsible for facilitating the team of Client Service Associates in a geographic grouping.

Key Responsibilities:

  • Provide regular ongoing support and advice to Client Service Associates in the completion of their job functions, identifying and troubleshooting relevant issues.
  • Post Key Performance Indicators and review weekly metrics with the Client Service Associate team and Manager, Care and Service.
  • Organize the Client Service Associate daily workflow and tasks to ensure the Client Service Associate daily standard work and standard process are completed.
  • Review team folders, CellTrak portal, and mailboxes to ensure work is being handled on a timely basis.
  • Review audit reports to determine accuracy of information and provide feedback to Client Service Associates as necessary.
  • Monitor and maintain Call Centre Anywhere as directed by the Manager, Care and Service.
  • Provide training and orientation for new Client Service Associates as part of the onboarding process. Initiate additional training and process review with Client Service Associates as necessary.
  • Participate in meetings with Manager, Care and Service to provide team updates and receive ongoing instructions.
  • Ensure shift hand-offs are complete and comprehensive.
  • Participate in LEAN problem-solving initiatives to support client care and delivery.

External and Internal Relationships:

  • Mentor and lead Client Service Associates in the completion of their core job functions.

Education, Designations and Experience:

  • High school diploma required.
  • Post-secondary education an asset.
  • Office Administration certification or experience an asset.
  • One to two years previous customer service experience and experience in a scheduling environment.
  • Experience in a contact center environment is an asset.
  • Experience in a health care environment preferred.
  • Experience in a unionized environment is an asset.

Skill Requirements:

  • Proficient in Microsoft Office programs, faxing software, and database management.
  • Able to plan, organize, and coordinate activities.
  • Excellent communication skills, both oral and written.
  • Can adjust to rapidly changing priorities in a fast-paced, deadline-driven environment.
  • Strong problem-solving abilities.
  • Able to work collaboratively leading a team.
  • Strong customer service skills.
  • Quick and accurate keyboarding skills (minimum of 45 words-per-minute).
  • Medical terminology an asset.
  • Knowledge of scheduling software, such as Procura, is an asset.
  • Able to speak French language an asset in French Designated Areas.

Other:

  • A current and original copy of a satisfactory Criminal Records Check.
  • A Vulnerable Sector Search and/or a Child Abuse Registry Check may be required.
  • The use of Personal Protective Equipment (PPE) may be required.

Working Conditions and Physical Demands:

This role requires a detail-oriented approach in a dynamic environment, with physical activity including lifting, carrying (using proper techniques), bending, reaching, kneeling, and other movements that emphasize good body mechanics. Individuals in the role are required to walk, sit, stand, and climb stairs throughout the day, with some tasks requiring fine hand movements.

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