Customer Care Representative

Dynacare is currently searching for a Customer Care Representative to join our Dynacare Plus Contact Centre team. This is a 1-year contract working full time hours.

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)

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

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

Responsibilities:

• 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
• 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.