Client Services Representative

Job Description

Reporting to the Manager, Client Service the Client Support Representative is responsible for providing front line telephone support to all customers. The Client Support Representative will respond in a customer friendly manner to all telephone inquiries, conduct first line investigation of all client situations, record client interactions and direct callers to appropriate representatives. The incumbent will provide visit verification services when the volume of telephone calls is low. The Client Support Representative exhibits commitment to the client and the team through demonstrated communication skills and building relationships with internal and external callers. The Client Support Representative is dedicated to continuous improvement of both their own skills and those of the team.

**We are looking for**: Full-time Client Services Representative

**Hours**: 34 hours per week. Requires a rotational schedule with weekend availability. Hybrid work from home.

**Salary**: Commensurate with Experience

**Responsibilities**:
Customer Inquiries and Navigation
- Responsible for answering all customers’ phone calls using standard customer focused practices including responding in a timely manner, identifying self and always being friendly.
- Listens to customer request, identify needs and address the customer need in a timely manner.
- Navigate customer calls to appropriate departments and/or persons.

Customer Service
- Develop rapport with staff, clients and family members in order to ensure we meet their needs and resolve concerns in an efficient and transparent manner.
- Effectively meet all client requirements in a courteous and professional manner by efficiently providing accurate information.
- Do first level information gathering and triaging for urgent calls as per standards outlined in the Triage Protocols. This activity includes calling clients, caregivers and recording these conversations in the client care system using standardized protocols.
- Proactively trouble shoots client related problems by following organizational standards to address urgent client issues and escalate to Client Services Representatives as per standards.
- Participate in client visit verification procedures as required as per organizational standards.

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 relationship and optimize relationship development
- Provide customer support to internal and external customers.
- Lead by example and demonstrate the organizational values in all personal behaviours.

Continuous Improvement
- Review Triage Telephone processes to identify opportunities for improvement, develop solutions, and collaborate within the Client Service’s team to take action.
- Participate in quality improvement activities within the Client Service Centre.
- Participate in client satisfaction initiatives that continuously improve quality levels.

Health and Safety Management
- Responsible for identifying health and safety concerns and injury reporting
- Participate in health and safety processes and procedures
- Participate in maintaining a safe workplace environment
- Participate in all health and safety training initiatives

**Qualifications**:

- Post secondary education in a communications related field essential
- 6 (six) months related experience in a Call Centre and/or Customer Service Environment.
- Additional language skills are an asset.
- Excellent telephone, interpersonal and customer service skills.
- Excellent verbal communication skills.
- Excellent organizational and time management skills.
- Ability to work in a high pace environment and handle stressful situations.
- Ability to use good judgment in assessing difficult customer situations.
- Ability to demonstrate problem solving to resolve urgent client situations
- Ability to perform routine work independently.
- Knowledge of general office practices, procedures, standards, and medical terminology preferred.
- Need a certain level of computer skills (Window environment)

Circle of Care must comply with Directive #6 and therefore requires that all employees, students a