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Customer Contact Center Advisor

3 weeks ago

Brossard, Canada 123Dentist Full time

**Job Summary**

Are you passionate about human interaction and customer service? We are looking for a dynamic and motivated Customer Service Advisor to join our Customer Contact Center. Be part of an engaged team where every day is an opportunity to contribute to providing an exceptional customer experience. If you have excellent communication skills, a team spirit, and a desire to make a difference, this role is for you

Reporting to the Customer Contact Center Manager, the Customer Service Advisor’s main responsibility is to provide personalized CHAT service, while remaining available according to a schedule to answer calls from new and existing patients. In addition, the Advisor supports patient follow-ups, responds to web inquiries, manages Clic Santé requests, and handles emergencies (Omni).

This role is a full-time **remote** position.

**Hours**:

- 35 hours per week
- Daytime schedule offered
- Flexible for evening and Saturday hours

**Professional Responsibilities**
- Handle incoming calls from new patients, internal clients, or existing patients.
- Schedule appointments based on patient needs and clinic specifics.
- Follow up with patients in a support capacity.
- Ensure patient satisfaction and loyalty by providing exceptional customer service.

**Accountability**
- Support team objectives and assist colleagues with specific tasks.
- Take ownership of achieving individual professional goals that are small, specific, and achievable.
- Ensure compliance with departmental project legislation and guidelines.

**Required Skills and Abilities**
- Exceptional Communication: Understand that communication is the glue that keeps the team united; maintain clear and open lines of communication within and between teams.
- Excellent Interpersonal Skills: Listen attentively to stakeholder concerns, develop a solution or action plan, and communicate it in terms the stakeholder understands.
- Strong Organizational Skills: Plan tasks and manage time wisely.
- Attention to Detail: Strive for excellence by ensuring records are accurate and up to date.
- Problem-Solving: Handle unique communication challenges and unforeseen situations; provide the best possible solution regardless of disposition or physical capabilities.
- Dental Knowledge: Familiarity with dental terminology, structure, equipment, and related areas.
- Specialized Knowledge: Continuously maintain up-to-date expertise in the relevant field.

**Skills**

**Customer Service Quality**
- Maintain and improve service delivery quality; look for opportunities to exceed minimum quality standards.
- Consider the diverse needs of clients (internal & external) and adapt service delivery to meet those requirements.
- Commit to and be accountable for client satisfaction.
- Demonstrate reliability and serve clients in a manner that inspires trust.

**Team Collaboration**
- Engage with other stakeholders (marketing, accounting, payroll, material resources and infrastructure, training, etc.) by assisting and providing support when needed.
- Encourage information sharing and communication within the team.
- Recognize the value of a diverse team; celebrate different roles, skills, and experiences, and acknowledge individual efforts.

**Integrity**
- Share accurate and complete information with stakeholders using terminology they understand.
- Maintain a high level of professionalism while building trust in professional interactions.
- Ensure privacy and confidentiality of information.
- Be accountable for actions, including the impact of decisions on the team and various stakeholders.

**Innovation**
- Assess technological advances and potential process improvements.
- Collaborate with suppliers to provide innovative solutions contributing to organizational excellence.
- Recommend continuous improvements specific to the practice to stay competitive.

**Commitment to Continuous Learning**
- Stay up to date with new policies, procedures, and industry standards.
- Take responsibility for professional development through training, conferences, etc.

**Education, Qualifications, and Requirements**
- Excellent written French.
- Bilingual (English/French).

**Preferred**
- At least three (3) years of customer service experience.
- Proficient with Microsoft Office and comfortable with computer software.
- Knowledge of the dental field (an asset).
- Excellent command of written FrenchBilingualism is an asset.

123Dentist Groupe Lapointe is the largest Canadian network of dental clinics primarily owned by dentists, with over 500 locations across the country and more than 8,000 employees.

We thank all applicants for their interest. Only those selected for an interview will be contacted.

JOB ID: 9582CCC-QC994