Client Service Associate scheduling nurses’ and home support workers’ visits for VON Canada, a nonprofit home and community care provider. Managing referrals, staffing adjustments, and client communications.
About the role
- Client Services Representative handling contract inquiries for DLL, a global asset finance company. Resolving customer issues, managing cases, and processing paperwork in a hybrid Burlington role.
Responsibilities
- Handle inbound requests by phone, email, and mail from customers, vendors, brokers, and agents regarding active, non-delinquent contracts
- Prepare and process paperwork related to customer and vendor requests
- Respond to customer questions and inquiries and resolve issues within guidelines
- Interact with vendors and end-user customers
- Warm-transfer calls to other DLL staff members as required
- Meet turnaround times and advise the Manager or Team Leads when service levels are at risk
- Participate in department and cross-functional initiatives
- Respond to customer and vendor queries regarding active contracts and resolve related cases
- Review contracts and investigate more involved issues to determine scope and take corrective action
- Prepare required paperwork to resolve or correct customer issues
- Manage an individual daily caseload and follow up on open cases
- Manage SLAs on new cases
- Support the 24–48 hour first-touch response goal
- Respond to customer escalations and communicate solutions appropriately
- Report to Client Services Team Leads and the Manager of Client Services
Requirements
- Minimum college diploma in business or administration, or equivalent customer service experience
- Minimum of 1–2 years customer service experience
- Strong interpersonal, written, and verbal communication skills
- Self-directed, decisive, and goal oriented
- Comfortable working in an empowered work environment with established goals and limited step-by-step direction
- Strong relationship-building skills and ability to work as part of a team
- Strong organizational and planning skills
- Strong aptitude for working with numbers and basic knowledge of accounting practices
- Ability to work in a very fast-paced environment
- Experience working in CRM platforms
- Bilingualism (French/English) is considered an asset but is not required
- Successful completion of a background check
Benefits
- Two working days per year volunteering for a local charity
- Bonus plan
- Remote working from home opportunities
- Flexible hours
- Career development opportunities: online learning, member development programs, Tuition reimbursement program.
- Outstanding Medical, Dental, Vision and Paramedical benefit programs
- Employer paid defined contribution pension plan
- Industry leading Vacation package
- Subsidized Gym membership programs
- Employee Referral program
- Open concept modern working environment
- Healthcare benefits
- Sick leave
- Parental leave
- Possible discretionary bonuses
- Wellbeing support
- Hybrid working flexibility
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