Customer Service Specialist

1 day ago

Toronto, Ontario, Canada Workplace Options Full time
Who we are: Workplace Options is the world's largest independent wellbeing solutions leader that supports individuals to become healthier, happier and more productive, both personally and professionally. Service centers in the U.S., Canada, U.K., Ireland, Portugal, France, Belgium, UAE, Singapore, Japan, China, India and Indonesia support more than 75 million employees across 116,000 organizations and more than 200 countries and territories. At WPO, you will be joining a team that is committed to improving employee wellbeing around the world.

Description:

Our Customer Service Specialists work in a service center and provide customer service to employees and their families in order to assistance in locating and providing resources and referrals in their community. In addition to completing telephonic intakes, the specialist may be asked to participate in additional tasks. Our specialists work in a fast-paced environment and are expected to maintain high quality, top customer service, and practice WPO's core values. WPO relies on the consultant's telephone skills to grow and prosper. Candidates should be organized, professional and motivated self-starters.

Responsibilities:
  • Assess the Employee's needs through targeted questioning
  • Obtain employee's personal information and information on the individual needing care
  • Provide a clear explanation of the issues/needs
  • Obtain desired geographic location for referral search and any personalized criteria
  • Provide top-notch customer service provided in written or verbal interactions with our clients and providers
  • Perform research, utilizing our internal database, websites, and local organizations, in order to locate referrals that meet the client's needs
  • Contact businesses or private individuals by phone, in order to provide confirmed/matched referrals to meet the employee's needs
  • Perform quality assurance callbacks to our clients
  • Maintain communication with clients and associated EAPs as required
  • Ensure all data entries are complete and accurate, with proper spelling and grammar
  • Demonstrate excellent customer service skills providing the caller with friendly, enthusiastic, and empathetic service
  • Demonstrate excellent knowledge of conflict resolution skills
  • Demonstrate ability to organize and prioritize regarding crisis versus non-crisis issues.
  • Any additional tasks pertinent to the position, as deemed appropriate by management.
Qualifications/Skills:
  • Bachelor's degree
  • Strong English and French, verbal and written communication skills
  • Detail oriented
  • Ability to work independently and as a team
  • Exceptional organizational, relationship building and interpersonal communication skills
  • Able to manage time effectively in order to handle multiple tasks
  • Able to handle fast-paced and ever-changing environment
What we offer:

At Workplace Options, we don't just deliver wellbeing services to our clients, we champion wellbeing for our own employees as well. Examples of our benefits and commitment to employee wellbeing include:

Paid Time Off, Life Insurance, Employer Pension Contribution, Travel Reimbursement, Extended healthcare, dental and vision benefits, Life insurance, AD&D and Long-term disability insurance, Training/tuition reimbursement, Gym Reimbursement, Wellness rewards, Access to EAP benefits and all WPO services, Mentorship Program, Employee exchange programme, Comprehensive training provided for this position.

At Workplace Options, we are committed to and are accountable for building a workplace where individuals feel empowered to bring their whole selves to work, free from judgment or fear of discrimination. We understand that having a diverse organization is only the beginning and it will require nurturing and care to thrive. We will continue to take action to ensure we achieve equitable and measurable outcomes.

We strive to cultivate a space where diverse voices are not only heard but actively sought out and valued for the unique insights they bring. By embracing and promoting authenticity, we aim to build a vibrant and inclusive community that fosters collaboration, innovation, belonging and personal growth.

For further details about WPO please check out our website and this short video gives a great overview of what we do

Workplace Options collects and processes personal data in accordance with applicable data protection laws. If you are a European job applicant, refer to our Privacy Notice for further details ).

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