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