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.