Client Service Associate - Sarnia, Canada - VON Canada (Ontario)

VON Canada (Ontario)

Verified Company

Sarnia, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition Details:

Employment Status:
Regular, Full Time (1.0 FTE)

Program Name:
Home Support and Visiting Nursing

Number of Hours Bi-Weekly: 75

Work Schedule:
Days, with an evening & weekend rotation

Union/Bargaining Unit:

NSGEU

On Call:
No

Job Summary:

The Client Service Associate - Team Lead (CSA TL) facilitates the team of CSAs' in a geographic grouping.

In addition to performing the functions of a CSA for a specific team, the TL leads the quality monitoring and reporting of metrics for the client care team.

The TL works under the supervision of the Manager, Care and Service to ensure the required skills and competencies of the Client Service Associates are developed, monitored and meet the broader team needs.

Key Responsibilities:

Provides regular ongoing support and advice to the CSAs in the completion of their job functions, identifying and troubleshooting relevant issues
Posts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and Service
Organizes the CSA daily workflow and tasks to ensure the CSA daily standard work and standard process are completed
Reviews team folders, CellTrak portal and mailboxes to ensure work is being handled on a timely basis
Reviews audit reports to determine accuracy of information and provide feedback to CSAs as necessary
Monitors and maintains Call Centre Anywhere as directed by the Manager, Care and Service
Provides training and orientation for new CSAs as part of the onboarding process. Initiates additional training and process review with CSAs as necessary
Participates in meetings with Manager, Care and Service to provide team updates and receive ongoing instructions
Ensures shift handoffs are complete and comprehensive
Participates in LEAN problem solving initiatives to support client care and delivery

External and Internal Relationships:

Mentors and leads CSAs in the completion of their core job functions

Education, Designations and Experience:

High school diploma required
Postsecondary education an asset
Office Administration certification or experience an asset
One to two years previous customer service experience and experience in a scheduling environment
Experience in a contact center environment is an asset
Experience in health care environment preferred
Experience in a unionized environment is an asset

Skill Requirements:

Proficient in Microsoft Office programs, faxing software and database management
Able to plan, organize and coordinate activities
Excellent communication skills, both oral and written
Can adjust to rapidly changing priorities in a fast paced, deadline driven environment
Strong problemsolving abilities.
Able to work collaboratively leading a team
Strong customer service skills
Quick and accurate keyboarding skills (minimum of 45 wordsperminute)
Medical terminology an asset
Knowledge of scheduling software, such as Procura, is an asset
Able to speak French language an asset in French Designated Areas

Other:

A current and original copy of a satisfactory Criminal Records Check
A Vulnerable Sector Search and/or a Child Abuse Registry Check may be required
The use of Personal Protective Equipment (PPE) may be required

Work Conditions and Physical Capabilities:
Attention to detail; Lift and carry using appropriate lifting techniques; Bend, push, pull, grip, reach, kneel, crouch using good body mechanics; Walk, sit, stand, climb stairs; Hand movements