Bilingual Client Care Agent

Position Overview The role of the Client Care Agent (CCA) is to be the liaison between our clinics and clients through the Client Care Centre on a remote basis. Please note this is an opportunity for future opportunities within our network.

Reporting Structure This position reports to Lead, Call Centre.

Responsibilities As a CCA your job involves inbound or outbound calls to meet service levels and booking targets. Duties involved in each of these areas include but are not limited to:

Client Care Duties

• Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication scripts to meet call volume, service level and booking targets.
• Identify client needs ensure smooth client experience.
• Problem solving client concerns in a respective and helpful manner.
• Build relationships and engage clients by providing excellent customer service and ensuring all questions and confirmations are handled appropriately.

General

• CCA effectively communicates with all team members
• Strong phone and verbal communication skills along with active listening
• Client focused and adaptability to different personability types
• Understands the principles of proper medical record keeping and upholds the necessary standard
• Deals tactfully and respectfully with all difficult situations that arise
• Always maintains patient confidentiality
• Show respect, empathy, and kindness to all clients, and colleagues

Requirements

• High school diploma is required
• Ability to communicate effectively in French and English will be an asset.
• Previous customer service experience or Customer Care Representative experience from a Veterinary Clinic is required.
• Excellent verbal and written communication skills is a must.
• Prior knowledge of medical terminology and good understanding of PMS, (preferably VetUp).
• Individuals must be able to work effectively without supervision
• Strong problem-solving capability and ability to manage time effectively
• Ability to connect with people in a genuine, friendly and compassionate manner.

Working Conditions Must be able to work remotely with access to a quiet space during working hours and reliable internet.

Originally posted on Himalayas