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

Source: Himalayas (https://himalayas.app/companies/vetstrategy-daubigny/jobs/bilingual-client-care-agent-3027870325)