Contact Center Agent

4 days ago

Edmonton, Alberta, Canada SureHire Full time

SureHire Occupational Health Testing

Edmonton, Alberta, Canada

47 minutes ago

Job Title: Contact Centre Agent

Location(s): Remote - SureHire Corporate Office

Status: Full-time ; Hourly

Reports to: Manager, Contact Centre

Job Purpose:

To ensure quality services and accuracy in booking occupational testing across Canada and the US when necessary and perform basic account creation and maintenance in order to provide first-call resolution.

Working Conditions:
  • Hours: 8-hour shifts with a half-hour break, ranging between operating hours of 5:00 am - 6:00 pm
  • Part-time shifts may vary
  • Travel: No travel required
  • Hazards: N/A
  • Safety Sensitive: No
  • Physical Environment: Work from Home - Office setting
  • Dress Code: Business Casual
Job Summary & Duties:

  • Receive Inbound Calls:

  • Transfer calls, place caller on hold, forward calls to the appropriate people, and forward calls to voicemail

  • Manage, resolve, or escalate issues and provide customers with product/service information

  • Book Appointments, Review Calendars:

  • Book appointments in various locations in the SureLink calendar

  • Quality control – Double check recruiters, companies, and job numbers
  • Book Onsite and Afterhours appointments
  • Conduct Management ID

  • Coordinate Third-Party Appointments:

  • Book appointments across Canada at independent clinics

  • Communicate with clinics to ensure they have the time and necessary equipment to perform the testing
  • Communicate with recruiters to confirm the details of appointments
  • Send the appropriate authorization forms via email/fax to the sites

  • Reply to Online Appointment Requests:

  • Book appointments at appropriate locations

  • Email/Call companies to inform them of the appointment details
  • Answer All LiveChat or Text Messages or Direct Them to the Appropriate Contact:
  • Respond to Contact Us Forms Submitted in Relation to Customer Service and Appointment Bookings:

  • Account Set-Up and Maintenance:

  • Perform basic account set up for Private companies who require results

  • Submit requests on behalf of private clients who require full-service accounts
  • Provide assistance to and troubleshoot with clients on SureLink functions
  • Take Payment Info and Process Transactions:

  • General Projects and Administrative Tasks:

  • Complete tasks assigned by Manager and other departments

Job Specifications:
Education:
  • High school diploma
Experience:
  • Customer service and/or call center experience considered an asset
Formal Training/Certifications/Licenses:
  • N/A

Languages:

  • Bilingual French/English Prefered
Required Competencies/Knowledge/Skills/Abilities:
  • General computer skills: Microsoft Word and Excel
  • Excellent time management skills
  • Strong interpersonal skills
  • Ability to problem solve and effectively deal with difficult people
  • Ability to establish and maintain effective relationships with companies and collection sites
  • Ability to multi-task: coordinating several appointments, phone calls, and tasks
  • Strong phone etiquette
  • Strong communication and listening skills
  • Call Centre/Customer Service Experience is an asset
Characteristics:
  • Professional demeanor
  • Positive attitude with a commitment to continuous learning and improving work processes
  • Effective team player
Job Overview

Date Posted 47 minutes ago

Closing Date

Location Edmonton, Alberta

Role Contact Center Agent - REMOTE

Salary: $ $0.00

Employment Full Time

Job Skills

Company Name:

SureHire Occupational Health Testing

Primary Industry:

Occupational Health Testing

Company Size:

1 - 115

Founded In:

2004

Phone:

Location:

Edmonton, Alberta

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