Customer Service Representative

2 weeks ago

Toronto, Ontario, Canada VHA Home HealthCare Full time

About VHA Home HealthCare

VHA Home HealthCare is a leading provider of home care services in Ontario, with a team of over 3,000 dedicated professionals. Our mission is to deliver high-quality, client-centered care to those who need it most in their homes, schools, retirement homes, and other community settings.

Job Summary

We are seeking a highly skilled and compassionate Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional support to our clients and their families, ensuring their needs are met and exceeded.

Key Responsibilities

  • Provide timely and effective support to clients and their families, addressing their concerns and resolving issues in a professional and courteous manner.
  • Process and manage client information, including scheduling, billing, and documentation.
  • Communicate with clients, funders, and staff in a professional and respectful manner, using excellent communication and interpersonal skills.
  • Identify and escalate complex issues to senior staff, ensuring timely resolution and minimizing client dissatisfaction.
  • Participate in ongoing training and professional development to enhance skills and knowledge, staying up-to-date with industry best practices and regulatory requirements.

Requirements

  • Secondary School Diploma or equivalent.
  • Minimum of two years related work experience or equivalent, preferably in a call center or customer service environment.
  • Superior telephone skills, with the ability to interact in a professional manner with clients, funders, and staff.
  • Excellent communication and interpersonal skills, with the ability to quickly identify and de-escalate caller frustration.
  • Previous experience handling a high volume of telephone calls and inquiries, with the ability to effectively deal with or diffuse caller conflicts and complaints.
  • Strong computer skills and knowledge of basic computer software systems, with the ability to quickly and accurately input data.
  • Satisfactory completion of technical skills testing.
  • Ability to carry out routine documentation efficiently and quickly.
  • Knowledge of the GTA and TTC routes or relevant contracted areas.
  • Strong organizational and effective problem-solving skills, with the ability to work in a team environment and communicate effectively with others.
  • Willingness to provide support and administrative functions to the Client Services Team.
  • Additional call resolution training and experience an asset.
  • Ability to converse in additional languages an asset.
  • Knowledge of Gold Care software an asset.
  • Demonstrated commitment to client and family-centered care.

What We Offer

  • Benefits and pension plan for permanent eligible employees.
  • Compensation for education and professional development.
  • VHA is a leading learning organization, providing comprehensive orientation and training at the start and throughout your career.
  • Mentorship and peer support.
  • Career development opportunities.
  • Employee and family assistance program.
  • Wellness resources.
  • Perks and discounts.
  • Staff and service provider events.

Accommodation and VHA's Commitment to DEI

VHA Home HealthCare is committed to providing reasonable accommodation and our services are accessible and sensitive to the needs of diverse groups. We aim to review all applicants with fair and unbiased recruitment practices, where opportunities are presented based on merits, skills, and experience.

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