Client Services Representative
3 hours ago
Job Summary
Circle of Care is seeking a highly skilled and dedicated Client Services Representative to join our team. As a Client Services Representative, you will be responsible for providing exceptional customer service to all clients who call our centre. You will respond to all telephone inquiries, conduct first-level investigations of client situations, record client interactions, and direct callers to front-line emergency coordinators.
Key Responsibilities
Customer Inquiries and Navigation
- Answer all customer phone calls using standard customer-focused practices, including responding in a timely manner and identifying yourself and being friendly.
- Listen to customer requests, identify and address the customer's needs in a timely manner, navigating calls to appropriate departments and/or persons.
Customer Service
- Conduct first-level information gathering and triaging for urgent calls as per standards outlined in the Triage Protocols, including calling clients, caregivers, and recording conversations in the client care system using standardized protocols.
- Proactively troubleshoot client-related problems by following organizational standards to address urgent client issues and escalate to Client Services Representatives as per standards.
- Participate in client schedule verification procedures as required.
- Actively participate in team initiatives and the Client Service Centre team, collaborating with, and providing solutions/support to team members in the department to achieve strategic goals and objectives.
- Demonstrate an effort to continuously improve customer service skills.
Team Building and Leadership
- Actively participate in team initiatives and meetings.
- Build support for agency vision and departmental goals/objectives by communicating, collaborating, and leading by example.
- Build rapport with team members to ensure a high-performing team.
- Look for daily opportunities to highlight the connection between overall strategy and day-to-day activities.
- Provide consistent communication and feedback to Client Service Centre Manager.
- Act as a change agent to positively encourage others and manage change.
- Identify and communicate ideas that they identify as opportunities for improvement.
Management of Relationships with Internal and External Partners
- Actively participate in the Client Service Centre team, collaborate with, and provide solutions/support to team members in the department to achieve strategic goals and objectives.
- Communicate professionally to develop trust-based relationships and optimize relationship development.
- Provide customer support to internal and external customers.
- Lead by example and demonstrate the organizational values in all personal behaviors.
Risk, Health and Safety Management
- Identify and report health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C.01.38).
- Participate in health and safety processes and procedures.
- Participate in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being.
- Participate in all health and safety training initiatives on a regular basis.
- Take proactive action against client incidents within your scope of practice.
- Develop a plan to identify, manage, and/or minimize client safety risks or situations in adherence with risk management operations policies.
- Assess the severity of an adverse client safety/risk event and determine the best follow-up and develop an action plan following the event. Collaborate with funder (ex. HCCSS) and follow any additional processes as required.
- Call emergency services (911) when the client is at an immediate risk of harming themselves or others, or if there is a serious injury and/or imminent harm.
- Evaluate any potential hazards and identify clients at risk for adverse health and safety events, taking preventative measures when necessary to minimize reoccurrence.
- Report all safety events impacting clients, caregivers, and families in a timely and honest disclosure.
Qualifications
- Post-secondary education in a communications-related field is essential.
- Minimum of six months related experience in a call centre and/or customer service environment.
- Additional language skills are an asset (Russian).
- Excellent telephone, interpersonal, and customer service skills.
- Excellent verbal communication skills.
- Excellent organizational and time management skills.
- Proven ability to work in a fast-paced environment and handle stressful situations.
- Ability to use good judgment in assessing difficult customer situations.
- Strong problem-solving skills with an ability to resolve urgent client situations.
- Negotiation and conflict resolution expertise is an asset.
- Ability to perform routine work independently.
- Knowledge of general office practices, procedures, standards, and medical terminology preferred.
- Advanced computer knowledge in a Windows environment, including Outlook, Word, etc.
- Must be able to work weekends as needed.
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