Customer Care Representative- National Drug Testing

Dynacare is currently searching for a Bilingual Customer Care Representative to join our team in London, Ontario.

This position is classed as a hybrid role which consists of a combination of 3 days working at home and a minimum of 2 days onsite.

This is a Full Time permanent position working Monday to Friday 7.5 hours per day.

Responsibilities:

• Accurately completing required data entry for orders placed via fax, telephone or email
• To receive and process Customer Service 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
• Respond to customer inquiries and ensure prompt and effective resolution of requests
• Report to MRO, other private clients and the companies they represent
• Process documents including email, filing, faxing, scanning
• Resolve customer inquiries and ensure prompt and effective resolution of requests
• Liaise with all departments to assist in effective resolution of inquiries
• Solve and document incoming problems and complaints
• Process supply order requests from clients and work with internal warehouse team.
• Compliance of SOP guidelines as it relates to the organization.
• Maintain KPI (key performance indicators) as it relates to the organization.
• Work closely with the Customer Service Manager on process improvements as it relates to the collection of data and overall performance of the department.
• Work closely with the Laboratory team as it pertains the testing process and test results.
• Track errors that have a direct impact on clients and escalate any contentious items to the Customer Service Manager and Laboratory.

Must have:

• Bilingual in both English and French - verbally and in writing.
• Completion of secondary school level of education
• Call Centre experience
• Working knowledge of Microsoft Office (Excel and Word) required.
• Strong attention to detail and accuracy.
• Demonstrated ability to communicate effectively, professionally and politely in English and French (verbally and in writing)
• 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 result 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

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.

Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work.

At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care - we would like to meet you. To apply for this position, you will be asked to submit your resume and complete the application process.

If your qualifications and experience fit with this position, we will contact you to learn more. We offer competitive pay and great benefits, along with the opportunity to grow and thrive with a dynamic, successful company. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.

Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the Dynacare Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process.