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Client Service Associate

2 months ago

Yarmouth, Nova Scotia, Canada VON Full time

Job Summary:

The Client Service Associate – Team Lead (CSA-TL) plays a vital role in facilitating the team of Client Service Associates in a geographic grouping. In addition to performing the functions of a CSA for a specific team, the Team Lead leads the quality monitoring and reporting of metrics for the client care team.

Key Responsibilities:

  • Provides regular ongoing support and advice to the CSAs in the completion of their job functions, identifying and troubleshooting relevant issues.
  • Posts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and Service.
  • Organizes the CSA daily workflow and tasks to ensure the CSA daily standard work and standard process are completed.
  • Reviews team folders, CellTrak portal and mailboxes to ensure work is being handled on a timely basis.
  • Reviews audit reports to determine accuracy of information and provide feedback to CSAs as necessary.
  • Monitors and maintains Call Centre Anywhere as directed by the Manager, Care and Service.
  • Provides training and orientation for new CSAs as part of the onboarding process. Initiates additional training and process review with CSAs as necessary.
  • Participates in meetings with Manager, Care and Service to provide team updates and receive ongoing instructions.
  • Ensures shift hand-offs are complete and comprehensive.
  • Participates in LEAN problem solving initiatives to support client care and delivery.

External and Internal Relationships:

  • Mentors and leads CSAs 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.

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.