About Our Client: Our client is a highly reputable educational organization.
Position Scope:
This role sits within the Member Services department and reports into the Manager, Member Services.
As the first point of contact, the Bilingual Customer Service Representative/Receptionist will be responsible for providing exceptional customer experience to members and insurance professionals within a dynamic Contact Centre style environment.
Work Arrangement:
This position follows a hybrid employment model arrangement with the requirement to work 4 days per week in-person at the downtown Toronto office and the remaining 1 business day working from home.
Must be able to work 8:00am-4:30pm or 8:30am-5 p.m. on in-office days (4 days/week in-person).
Work from home shifts are 8am-4:30pm, 8:30am-5pm, 9:30am-6pm or 10:30am-7pm on a rotational basis. Please note, the shift times can change based on business requirements.
Must have a private and suitable workspace for working from home.
Flexibility to work weekend shifts during the exam administrations is required (April, July & December).
Responsibilities:
- Respond professionally to incoming inquiries and basic technical support via telephone, email and in-person; related to but not limited to membership, course registration/offerings, programs, licensing, national examinations.
- Provide reception coverage on in-office days (4 days/week) with the ability to professionally handle walk-ins.
- Open and/or close reception lobby area as required.
- Provide an exceptional customer experience while contributing to a once and done philosophy.
- Work collaboratively and resourcefully with other Member Services Associates and cross functional departments to respond to and resolve member related queries and system issues.
- Remain up to date with departmental, organizational and industry changes.
- Investigate complex member requests and issues, collaborating with other departments timely.
- Take a proactive approach with members, reviewing their files thoroughly and updating outstanding information while accurately documenting member interactions in Aptify (CMS) and other channels.
- Able to multi-task and accurately use multiple systems and applications while simultaneously facilitating all actions necessary to satisfy members.
- Work cooperatively with the team to meet both quantitative and qualitative goals (KPI’s) and overall services levels of the department.
- Perform departmental administrative tasks and processes, contributing to team goals and productivity.
Required Skills and Knowledge:
- Exceptional customer service and interpersonal skills.
- Excellent communication skills in English and French (both verbal and written) with the ability to communicate complex information.
- Strong problem solving and decision-making skills with resourcefulness, sound judgment, prudence and integrity.
- Ability to effectively identify and address difficult situations with tact and diplomacy, using analytical and technical skills to understand member matters/issues while taking appropriate action.
- Must be accountable with strong time management and organizational skills.
- Responsible for participating in and contributing to a positive working environment that relies on teamwork and a collaborative attitude.
- High degree of confidentiality with the ability to deal with sensitive information.
- Experience using various customer/order management systems and applications, with strong computer skills (MS Office suite).
Education and Experience:
- Post-secondary education preferred or an equivalent level of experience and education.
- At least 1 year of experience working in a Contact Centre or front-line customer service role.
Application Instructions: To apply, please send a resume to Amanda Graham at Amanda.Graham@summitsearchgroup.com
Summit Search Group is a fair and equitable search firm. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.
Amanda Graham
Job ID
City
- Toronto, ON
Remuneration
Competitive compensation
Amanda Graham
Job ID
City
- Toronto, ON
Remuneration
Competitive compensation 