Our client, a recognized top employer in B.C is looking for a professional to join their team as a Service Representative.
Who you are!
You are a committed and proactive professional with a passion for customer service. Someone with excellent conflict management skills, communication skills, and time management. The ideal candidate has solid office experience working following legislation and procedures.
The Role
The role will work under the guidance of the Manager, Member Services, the role assists in managing the regulatory processes which define the practice of law in BC. The role advises applicants, review, and process applications, maintain membership records, ensure the annual regulatory requirements are met, and coordinate a variety of activities and projects which occur throughout the life cycle of a license to practice.
Where is it based?
Vancouver, BC
Responsibilities
Duties include but are not limited to the following:
· maintain a high standard of service excellence, exhibiting maturity and empathy at all times
· receive and respond to 100-plus calls daily, numerous emails, letters, and voice mails from registrants, the public, and other organizations in a timely, accurate and professional manner
o apply critical thinking to assist in emotionally charged interactions
o display a positive, caring, firm, direct manner, maintaining composure at all times
o exercise call management by using effective questioning techniques and directive statements to assist in deciphering the situation
o troubleshoot to assist the public and registrants with available health-related resources
o research information from multiple online resources and answer questions on a variety of health subjects, including standards, guidelines, processes, and legislation
o provide support to registrants during their annual license renewal process
o monitor and maintain accurate records of calls, emails and voice mails to assist in identifying trends and areas of improvement for the department
o meet the department’s goal of a first-contact resolution point and only transfer calls when required
· provide administrative and project support to the communications and public affairs department with a high level of accuracy and efficiency, and in accordance with the department’s editorial and document standards
o process medical directory requests
o conduct daily research of media trends relevant to the organization
o follow up with registrants’ offices to ensure profile and contact information is current
· assist with maintaining a comprehensive resource manual for CSR orientation and ongoing training purposes
· other duties as assigned
Must Haves
Required skills and qualifications include:
· completion of a bachelor’s degree is preferred and a minimum of a post-secondary level qualification is required;
· at least two to three years of work experience (or an equivalent combination of relevant education/training/work experience)
· working knowledge of the Canadian health care system
· experience in a health-related organization governed by legislation, rules, and standards where patient interaction was required
· demonstrated ability to work under pressure and deal with diverse members of the public and the profession in emotional situations
· a positive, caring, and supportive approach on the phone and in writing at all times
· strong interpersonal skills required to successfully facilitate the resolution of complex situations
· exceptional listening skills
· demonstrated ability to work independently and cooperatively within a team
· excellent critical thinking, analytical and problem-solving skills
· high level of attention to detail, with demonstrated ability to multi-task in a fast-paced environment
· ability to take initiative, serve as a go-to person, and interact with all levels of the organization
· a professional demeanor and personal presentation
· a team player with a can-do attitude exemplified by patience, enthusiasm, and a willingness to learn
· ability to learn, operate and run call reports on a multi-line phone system to track and analyze trends and identify issues
· superior computer skills, including data entry, ability to maneuver between applications with ease, and use the Internet to locate information quickly
· proficiency in Microsoft Word and Excel applications
· proficiency in the English language—excellent oral and written communication skills are essential
Is this you?
Please send your resume to jobs@expertrecruiters.com or apply online @ https://expertrecruiters.secure.force.com/ExpertRecruiters with your resume and cover letter to the attention of Darcia Bower, Managing Director, if you have already met a member of our team and are interested in this opportunity please call or email us asap.
