Customer Care Representative
Description
Posting: Bilingual Customer Care Representative
Where YOU work, makes a difference.
Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.
Are YOU our next Customer Care Representative?
The Bilingual (French/English) Customer Care Representative, on behalf of Dynacare, is accountable for timely (meeting SLA’s for email and phone responsiveness), complete, & professional email & phone interactions with internal & external customers, via both email and phone, providing complete responses, resolutions, follow-ups as required and this within service turn around targets. Interactions involve supporting users of our order management system, addressing all inquiries about our services and practices, assisting with order creations, managing all steps in handling service escalations, collaborating & communicating with all operations teams to get inquiries addressed and ensuring we are servicing within targeted turnaround times. May involve manual tracking, logging of service data, where data is required for service metrics not yet part of automated reporting.
Why Dynacare is an amazing place for YOU:
- Join an award-winning "Top Employer" with meaningful and impactful career opportunities
- Access a health and wellness benefits program that supports you and your loved ones
- Grow and thrive with a dynamic, successful company through internal mobility opportunities
- Invest in your future through RRSP match benefits and an employee stock purchase program
- Experience a collaborative, diverse workforce that prioritizes dignity and respect for all
Status-Permanent Full time
Shift-Monday to Friday 9-5 EST
Work Style-Remote
Discipline-DIS
Number of positions available-1
Start Date-ASAP
WHAT YOU WILL BE DOING
Provide assistance to customers regarding any inquiries with services we provide (resolve when applicable & possible, escalate when applicable), respecting email and phone service delays as per communicated SLAs.
Assist with order fulfillment and service appointments by working with operations teams, independent contractors, & 3rd party service providers, including the ordering of any additional records.
Provide support to internal and external customers, employees, cross functional teams, carriers & advisors, independent contractors, with any extra steps/documents/approvals required to ensure progress towards timely order completion.
Monitor trends and take ownership of complaints to ensure proper & full resolution / follow-up.
Capture all call and Customer information with every interaction.
Follow SOPs for each LOB to ensure compliance to practices and to any customized practices per Insurance carriers, as per service agreement, and with any third-party service providers assisting with order completion.
Manage timely handling of pending files that need to go on Hold, are on Hold, or need to be cancelled.
Any other tasks as assigned by Manager / Team Lead
You will also be working with the following internal/external stakeholders
Internal
- Business development representatives
- Operations representatives (all team members in Operations teams, including Managers & Team leads. etc.)
External
• Insurance Carriers (and their representatives)
• Insurance Brokers, Advisors, MGA’s
• Insurance applicants
• 3rd party service providers
• Independent contractors
*All of these interactions are related to assisting with customer orders/ inquiries/ and support, & assisting operations with order fulfillment, leading to the completion or cancellation of an insurance service request
EDUCATION and EXPERIENCE
•Post Secondary Degree / diploma preferred (or related, pertinent experience)
•Bilingual (French and English) (spoken & written)
•Minimum 1 year: customer service experience in Contact Centre or Industry experience