Client Care Coordinator

Position Overview
The Client Care Coordinator under the direction of the Manager, Supervisor of Client Care will primarily be responsible for organizing, coordinating, and communicating the needs of our clients in a courteous and efficient manner. The successful candidate will work in a team environment, interfacing with a number of internal and external partners to ensure that client needs are met.  The Client Care Coordinator is responsible to support customer base by resolving questions, concerns, and handling customer inquiries and complaints which are escalated from other departments.  This role will also attempt to calm irate customers by explaining the situation while attempting to resolve the issue to the best of their abilities.  The Client Care Coordinator must possess a high school diploma, or equivalent and three years of customer service experience. Larga Baffin is a 24/7 facility, shift may vary based on operational requirements. (days, evenings, weekends, overnights and holidays).
Key Responsibilities
Client Service

Greet and ensure a welcoming environment for clients, visitors and service providers.
Answer multiple incoming calls in a professional and courteous manner; always willing to show the ability to assist and problem solve.
Handle customer complaints as they arise, escalating to the appropriate individual as deemed necessary.
Always maintain professionalism, tact, diplomacy and sensitivity to portray the company in a positive manner.
Act as the primary contact for client services (coordinating with clients, external vendors, and partners and with Larga Baffin's Referral and Transportation departments)
Continuously enhance our client's quality of care
Communicate and liaise with various Larga Baffin departments and outside service providers to help manage our client's needs (OHSNI, Hospitals, Medigas, OMS etc.)
Maintain a safe, secure and healthy environment for our clients and co-workers by following Larga Baffin's safety standards and protocols.
Maintain a clean and organized front desk and lobby area.
Maintain and clean all guest common areas if scheduled for an overnight shift.

Administration

Maintain up-to-date client records and status.
Maintain client registration procedures (check-in, check-out, hospital admissions etc.) in order to track guests.
Manage and maintain corporate documents.
Answering a multi-line phone system
General clerical duties (photocopying, faxing, mailing, sorting, basic typing)
Other administrative tasks may be assigned from time to time.

Minimum Job Requirements

2-3 years customer service experience in a similar role
High school diploma (or equivalent)
Previous experience working with a variety of people and adapting to changing situations.
Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions and resolutions required.
Ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
Excellent interpersonal and communication skills
First Aid/CPR/AED certified (or a willingness to learn)
Workplace Hazardous Materials Information System (WHIMIS) trained (or willingness to learn)
Bilingualism (Inuktitut and English) is a strong asset.

Knowledge and Skills

Demonstrated ability and aptitude for problem solving.
Works well under pressure in a high energy workplace.
Ability to make accurate observations and exercise independent judgement and calmly take action in a variety of situations – including emergencies.
Ability to operate in an environment that handles sensitive and personal information.
Detail orientated person with an ability to organize and prioritize tasks.
Ability to prioritize and manage conflicting demands.
Demonstrated time management skills.
High flexibility with strong interpersonal skills that allow on eto work effectively in a diverse environment.
Ability to adapt to new technology.
Thorough and reliable record keeping skills.
Knowledge of modern office practices, procedures, and equipment
Demonstrates professional telephone etiquette.
Ability to work without direct supervision.
Ability to adapt to a variety of people with a winning attitude and dedication to ensuring customer satisfaction.
Ability to effectively communicate both verbally and in writing.

Preferred Qualifications

Beneficiary status with the ability to speak Inuktitut.

Work conditions

Operation of desktop computer and peripherals
Interaction with customers/clients, and the public at large
Flexible hours including nights, weekends, and holidays.
Occasional overtime

Salary and Benefits

Larga Baffin offers a competitive total compensation package. Employees are provided with an exceptional benefits plan which includes major medical and dental coverage for the employee and their dependents, and employee life insurance.
Larga Baffin also offers a Group RRSP benefit plan for eligible staff.
Larga Baffin provides paid sickness, personal leave days, and a 24/7 confidential Employee and Family Assistance Plan.
Vacation (earn 2 weeks/year).

Larga Baffin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
The successful candidate must be able to obtain a recent police records check (for the vulnerable sector) with results acceptable to Larga Baffin as a mandatory condition of employment.
Priority will be given to qualified Nunavut Beneficiaries. Larga Baffin does not provide housing and is not responsible for re-location costs.
 

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