Customer Care Representative

Customer Service / Service à la clientèle Ottawa, Ontario #2023-8979 (reqID)


Position at Dynacare

Dynacare is currently searching for a Bilingual Customer Care Representative to join our Dynacare Plus Contact Centre team on a 1- year Full Time contract.

Internal application must be received no later than August 15. 2023

Shift Details:

Hours: 37.5 hours per week

Monday to Friday: 8:00AM - 4:00PM (flexibility may be required)

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


  • 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
  • Respond to customer inquiries and ensure prompt and effective resolution of requests
  • 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 in both official languages
  • 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

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.