Customer Care Representative

Customer Service / Service à la clientèle Ottawa, Ontario #2022-8188 (reqID)


Description

Position at Dynacare

Dynacare is currently searching for a Bilingual Customer Care Representative to join our Dynacare Plus Contact Centre team.

Shift Details:

Hours: 37.5 hours per week

Monday to Friday: 9:00AM - 5:00PM

(Flexibility may be required)

Scheduled hours subject to change based on business needs. This role is currently remote until further notice.

Responsibilities:

  • Accurately completing required data entry for orders placed via fax, telephone or email
  • To receive and process calls and written correspondence in a professional, polite and courteous manner, using a variety of databases
  • To ensure effective, courteous and customer-centric communication with all internal and external clients
  • Responsible for outbound telephone contacts including reporting of all Stat, critical and abnormal results to clients
  • Respond to customer inquiries and ensure prompt and effective resolution of requests
  • Faxing, Data Entry and other duties as requested
  • Liaise with all departments to assist in effective resolution of inquiries
  • Solve and document incoming problems and complaints
  • Perform data entry functions in order to update master files, correct requisition errors and update patient demographics
  • Monitor and address social media inquiries and complaints

Must have:

  • Completion of secondary-school level education
  • Call Centre experience an asset
  • Working knowledge of Microsoft Office (Excel and Word) required
  • Demonstrated ability to communicate effectively, professionally and politely
  • Demonstrated ability to resolve customer concerns in a non-threatening, friendly manner
  • Demonstrated high level of interpersonal skills required to succeed in a collaborative working environment
  • Demonstrated ability to work in a fast-pace, sometimes stressful environment
  • Demonstrated ability to self-manage and prioritize in a results driven, time sensitive function
  • Solid ability to utilize dispute or conflict resolution techniques to achieve desired outcomes
  • Ability to perform under pressure with competing priorities.
  • Strong interpersonal skills and the ability to work in a team-oriented environment
  • Demonstrated Customer Centric approach and puts the customer first on all decisions
  • Proven problem-solving skills

Nice to have:

  • Working knowledge of AS400 Operating System an asset
  • Knowledge of Omnitech an asset
  • Knowledge of CISCO Call Center platforms an asset
  • Working knowledge of medical terminology an asset
  • Social media management experience an asset

Dynacare is committed to doing our part to protect our team, our clients, and our communities against the spread of COVID-19.  Please note that it is a requirement for this role that the individual be fully vaccinated* unless an exemption under the applicable provincial human rights legislation applies.  Proof of full vaccination will be required to be submitted to our third-party services provider for verification purposes.

*“Fully vaccinated” is defined as two doses of a Health Canada approved COVID-19 vaccine, plus 14 days after the second dose.

DNA of an Ideal Dynacare Employee

I make a difference in people's lives. I am a caring, collaborative team-player who is  passionate about quality and continuous improvement. 

  • Caring - I demonstrate strong empathy and genuine concern for my colleagues, patients and customers.
  • Collaborative Team Player - I know I play a key role in helping the Dynacare team achieve success. I am comfortable in a changing environment, and I can easily manage multiple priorities.
  • Passion for Quality and Continuous Improvement - I am always looking to learn and solve problems. I am detailed oriented, adaptable and find ways to make things better.