Customer Service Associate, - Toronto, Canada - Access Alliance Multicultural Health and Community

Access Alliance Multicultural Health and Community

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Title Customer Service Associate, R.I.O. (Remote Interpretation Ontario), Language Services

Position Type:
Permanent, Full-time

Expiry Date: 2023/03/07

Short Description

Access Alliance Multicultural Health and Community Services (AAMHCS) is a Community Health Centre that aims to provide services and addresses system inequities to improve health outcomes for the most vulnerable immigrants, refugees, and their communities.

The Centre envisions a future in which Toronto's diverse communities achieve
health with dignity.

We are looking for a dynamic, tech savvy and responsive individual with a broad skill base for the Customer Service Associate, R.I.O.

This role involves customer relations and training, schedule management, tier one tech support, records management, reporting, and support of day-to-day business operations.

Keys to this role are:
(1) the ability to negotiate the complexities of customer and staff interactions in an efficient, calm, and solution-oriented manner in order to achieve positive outcomes; (2) insightful, expedient, and thorough troubleshooting to get to the root cause and resolution; (3) commitment to on-going improvement; and (4) ability to manage the unexpected.

RESPONSIBILITIES:

Provide firstpointofcontact customer support for interpreters, customers, and network partners of the remote interpreting service operations.
Provide tier one tech support for remote interpreting service issues reported by both customers and interpreters.
Provide onboarding and training of new customers.
Produce monthly staffing schedules for remote interpreting services.
Support the ongoing development of a solutionoriented issues resolution process.
Support for QI ( _quality improvement_) initiatives within Language Services.
Troubleshoot and liaise with IT and telecom tech support.
Support the training of remote interpreters ( _orientations, trainings, shadowing, test calls, refreshers_).
Support daily quality testing of the remote interpreting platform.
Support monthly reconciliation of call detail records for billing purposes.
Support for general Language Support customer service inquiries as required.
Support other reporting and service analysis as required.

SKILLS AND QUALIFICATIONS:

Three (3) years minimum experience working in an administration/project coordinator, or related position including a call centre environment
Intermediate level proficiency in: MS Excel, MS Access, MSWord, MS Outlook.
Experience in reporting and data analysis; in particular in the contexts of billing, performance measurement, and forecasting.
Experience supporting development of information systems and supporting enduser training and adoption.
Excellent interpersonal and communication skills, both written and verbal.
Excellent organizational skills and ability to prioritize appropriately and meet deadlines.
Very detailed oriented, especially in data quality (accurate and fast keyboarding is a requirement).
Experience in and understanding of language support service (i.e. _Interpreting and Translation_) delivery is an asset (e.g., _onsite interpreting, call centre, frontline, coordination, training, language access and health equity policies, etc_.)
Demonstrated ability to work effectively with diverse communities, and in a diverse and teambased work environment

Salary:
$49,971 to 60,208/Annually

Hours: 35 hours

Bargaining Unit position:
United Food and Commercial Workers, Local 175

Classification:

CHW

Start Date:
Immediately

Access Alliance offers comprehensive group benefits coverage, annual vacation entitlement, cumulative sick leave entitlement, employee assistance programs. Access Alliance is a HOOPP employer.

Please be advised that our organization requires all staff, students, and volunteers must be fully vaccinated. Proof of
vaccination can be obtained from the Ministry site.

We thank all applicants for their interest but only those selected for an interview will receive acknowledgement. Please
note that a criminal background check (Vulnerable sector) will be conducted for this position.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process.

Applicants need to make their needs known in advance.

Access Alliance encourages a scent-free environment. Employees, students, volunteers, and visitors are asked to refrain from wearing fragrances and other scented personal care products (i.e. perfumes, lotions, hairspray, etc.) while at the Centre.

Job Types:
Full-time, Permanent

Salary:
$49,971.00-$60,208.00 per year

Benefits: