Service Coordination Representative

4 weeks ago

Richmond Hill, Ontario, Canada Circle of Care Full time

Job Overview

The Client Services Representative plays a crucial role in delivering outstanding customer support to all individuals reaching out to Circle of Care. This position involves responding to incoming calls, conducting initial assessments of client situations, documenting interactions, and directing inquiries to the appropriate emergency coordinators. The representative is dedicated to fostering strong relationships with both clients and team members through effective communication and collaboration.

We are seeking: a full-time, permanent Client Services Representative.

Compensation: Based on experience.

Work Schedule: 34 hours per week. This role allows for a hybrid work-from-home arrangement, with early mornings, evenings, and rotating weekends required.

Reporting Structure: Reports to the Call Centre Supervisor.

Key Responsibilities

Handling Customer Inquiries

Respond to all customer calls with a focus on customer satisfaction, ensuring timely responses and a friendly demeanor. Actively listen to customer needs, efficiently navigating calls to the appropriate departments or personnel.

Customer Service Excellence

Conduct initial information gathering and triage urgent calls according to established protocols, including reaching out to clients and caregivers while documenting conversations in the client care system. Proactively address client-related issues by adhering to organizational standards and escalating matters to senior representatives as necessary. Participate in verifying client schedules as required. Collaborate with team members to support departmental goals and objectives, contributing to team initiatives. Continuously seek to enhance customer service skills.

Team Collaboration and Leadership

Engage actively in team meetings and initiatives. Support the agency's vision and departmental objectives through effective communication and collaboration. Foster strong relationships with team members to promote a high-performing environment. Identify opportunities to connect daily tasks with broader strategic goals. Maintain consistent communication and provide feedback to the Client Service Centre Manager. Serve as a change advocate, encouraging a positive approach to change. Share ideas for improvement with the team.

Relationship Management

Collaborate with internal and external partners to achieve strategic objectives. Communicate professionally to build trust and enhance relationship development. Provide support to both internal and external customers. Exemplify organizational values in all interactions.

Risk and Safety Management

Identify and report health and safety incidents promptly to supervisors, documenting incidents as per policy. Participate in health and safety training and initiatives regularly. Contribute to maintaining a safe workplace by promoting a positive safety culture. Take proactive measures to address client incidents within the scope of practice. Develop plans to manage and minimize client safety risks. Assess adverse events and collaborate with relevant parties for follow-up actions. Contact emergency services when immediate risks are identified. Evaluate potential hazards and implement preventative measures. Ensure timely and honest reporting of safety events affecting clients and caregivers.

Required Qualifications

Post-secondary education in a communications-related field is essential. A minimum of six months of experience in a call center or customer service environment. Additional language skills are advantageous. Strong telephone, interpersonal, and customer service skills. Excellent verbal communication abilities. Effective organizational and time management skills. Proven capability to thrive in a fast-paced environment and manage stressful situations. Good judgment in assessing challenging customer scenarios. Strong problem-solving skills to address urgent client matters. Negotiation and conflict resolution skills are a plus. Ability to work independently on routine tasks. Familiarity with general office practices and medical terminology is preferred. Proficient in using computer applications in a Windows environment. Availability to work weekends as required.

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