Customer Care Representative (Open To Internal Dynalife And Apl Applicants Only)

The Customer Care Centre is a central booking call center located in Edmonton. Customer Care Centre Representatives schedule appointments for customers. As a Customer Care Representative, you will set the first impression of DynaLIFEDx with initial contact with customers. Through this service, the Customer Care Representatives play a critical role in the management of wait times in our Patient Care Centres.

Major Functions And Responsibilities

• Responsible for providing high quality service within a high stress environment.
• Assisting clients in selecting appointment times and locations
• Booking and/or cancelling appointments for clients
• Provide a positive, professional first impression of the company by employing excellent customer service skills while handling a high volume of calls.
• Receiving calls from clients
• Demonstrate discretion and confidentiality in all communications.
• Main responsibilities include:
• Handling and documenting customer concerns/compliments in the Quality Assurance Program
• Providing clients with instructions and other information such as directions to the locations, hours of operation, and assistance to those customers wishing to book an appointment on-line

Required Skills

• Presents a pleasant, professional manner at all times.
• Flexibility to meet operational requirements including hours of work and location.
• Good judgement/decision making ability in order to handle calls appropriately without direct supervision.
• Strong team player with the ability to perform duties independently and professionally.
• Excellent interpersonal and communication skills with a focus on client service and public relations.

Required Experience

• Experience in a call centre environment is an asset.
• Experience in customer service is required.
• Current DynaLIFE Customer Care Centre experience is an asset.

Minimum Qualifications

• High school diploma or equivalent is required.
• Training in telephone etiquette an asset.

Other Information

• All DynaLIFEDxemployees are required to be fully immunized against COVID-19 with a Health Canada approved vaccine as a condition of employment
• A security clearance will be required for employees newly hired to DynaLIFE.
• DynaLIFE is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment life cycle. We ask that all job applicants please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the recruitment process.
• Please note that this competition is open to internal DynaLIFE and APL applicants only
• All persons hired to DynaLIFE must be authorized to work in Canada for any employer.
• Preference for this position will be given to bargaining unit members in accordance with the terms and conditions of the DynaLIFE/HSAA Collective Agreement
• As workload demands and operational requirements shift, the location, dates and/or hours of work may be changed
• Individuals hired into all positions must provide verification of their highest level of education.
• Please note that successful candidates will be subject either a probation or trial period
• All persons newly hired to DynaLIFE must show their confirmation of SIN letter/SIN card and government issued photo ID to Human Resources prior to commencing work.
• A security clearance with vulnerable sector completed may be required for employees newly hired to DynaLIFE