Contact Centre Representative

5 days ago

Whitby, Canada Community Care Durham Full time

**Contact Centre Representative**

**(Temporary Full-Time, 6 Month Contract)**

At Community Care Durham, coordinated networks of volunteers and inter-professional staff, working out of integrated community hubs and other locations, strive to enrich the well-being and quality of life for people who choose to live at home. As the largest community support services agency in Durham Region, CCD collaborates with its partners and the broader community to address community issues and support local citizens to achieve their goals to live independently.

As a Contact Centre Representative at Community Care Durham, you will be the first point of contact for all new client inquiries and intake across all the programs Community Care Durham offers. This role requires a client service extraordinaire who is patient, empathetic, and highly organized. You will be responsible for providing comprehensive program information, managing client intake, coordinating transportation, and ensuring smooth logistics for our services. This role will involve multi-tasking in a dynamic environment while maintaining a high level of client satisfaction and efficiency.

Responsibilities include but are not limited to:

- Handles a high volume of all incoming inquiries for various Community Care Durham programs, ensuring that all clients receive accurate and comprehensive information;
- Assesses client needs, assists with program registration, and guides them through the program intake process;
- Provides exceptional customer service, demonstrating patience, empathy, and professionalism at all times;
- Follows up with clients and ensures all needs and expectations are met, addressing any concerns promptly;
- Schedules and coordinates transportation services for clients, considering route logistics, time constraints, and client preferences;
- Maintains a deep understanding of all programs and services offered by Community Care Durham to address a wide range of client questions;
- Accurately updates client information in the Community Care Durham data base;

**Qualifications required**:

- Proven experience in client service, preferably in a healthcare or community care setting
- Strong knowledge of logistics, planning, and coordination, particularly in transportation scheduling
- Excellent communication and interpersonal skills, with the ability to handle sensitive situations with empathy and professionalism
- Ability to multitask in a fast-paced environment while maintaining attention to detail
- Proficient in computer skills, including data entry, scheduling software, and Microsoft Office Suite
- Strong problem-solving skills and a proactive approach to managing client needs
- Ability to work both independently and as part of a team
- Knowledge of Community Care Durham’s programs and services (preferred but not required; training will be provided)
- Satisfactory Police Vulnerable Sector Check 
- Sensitivity to adults with needs related to aging, physical and/or mental health 
- Must work in a safe manner and promote the health and safety of all staff, volunteers, clients and the community as outlined within CCD policies 

**Compensation**:Starting at $21 per hour and 6% vacation pay

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

Pay: From $21.00 per hour

**Benefits**:

- Employee assistance program

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person

Application deadline: 2024-11-13
Expected start date: 2024-11-11

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