Client Care Representative (Remote)

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Additional Locations

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• Alberta, British Columbia, or Ontario, Canada
• Alabama, Arizona, Florida, Georgia, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Nebraska, Nevada, North Carolina, North Dakota, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, or West Virginia.
• United States
• Canada

• Participate in service access center committees or other company committees dedicated to specific objectives or projects.
• Consult with members of other Service Access Center teams regarding a client's needs.
• Respond to calls from advisors regarding a variety of requests, for example, an update of their availability, a reassignment of files or an explanation of the procedures in effect at the service access center and direct them to the appropriate department, if necessary.
• Manage and update important documents and lists for team members, including the list of files assigned to advisors.
• Manage and respond to requests for information: 30%
  • Respond to calls from advisors and find requested information about a file.
  • Respond to calls from advisors regarding a variety of requests, for example, an update of their availability, a reassignment of files or an explanation of the procedures in effect at the service access center and direct them to the appropriate department, if necessary.
  • Answer calls from internal clients belonging to the Account Management or Business Development departments and provide the information requested.
  • Manage emails from internal clients, eg Regional Clinical Directors, and respond promptly and professionally.
• Perform administrative tasks: 10%
  • Manage and update important documents and lists for team members, including the list of files assigned to advisors.
  • Follow-up on case assignment confirmations and make follow-up calls according to normal deadlines (including various reports such as P and D reports, if applicable).
  • Perform other administrative and monitoring tasks, as requested.
• Respond to calls from advisors and find requested information about a file.
• Communicate with other teams and departments: 15%
  • Consult with Regional Clinical Directors regarding certain case assignments, including counselor availability or the suitability of a counselor's skills in a case.
  • Consult with members of other Service Access Center teams regarding a client's needs.
  • Participate in service access center committees or other company committees dedicated to specific objectives or projects.
• Coordinate the assignment of clinical records: 40%
  • Assign the appropriate advisor to the requested service based on the client's needs.
  • Prioritize the assignment of the file according to the level of urgency.
  • Transmit clients' personal information to advisors within the prescribed time limits.
  • Communicate with advisors to update client information or submit other inquiries.
  • Communicate with advisors to obtain information to better serve clients.
  • See to the assignment of the file during the appointment process.
• Communicate with advisors to update client information or submit other inquiries.
• Communicate with advisors to obtain information to better serve clients.
• Prioritize the assignment of the file according to the level of urgency.
• Answer calls from internal clients belonging to the Account Management or Business Development departments and provide the information requested.
• Manage emails from internal clients, eg Regional Clinical Directors, and respond promptly and professionally.
• Take on other responsibilities as requested: 5%
• Transmit clients' personal information to advisors within the prescribed time limits.
• Follow-up on case assignment confirmations and make follow-up calls according to normal deadlines (including various reports such as P and D reports, if applicable).
• Assign the appropriate advisor to the requested service based on the client's needs.
• See to the assignment of the file during the appointment process.
• Perform other administrative and monitoring tasks, as requested.
• Consult with Regional Clinical Directors regarding certain case assignments, including counselor availability or the suitability of a counselor's skills in a case.

• Enjoys working towards targets around call volumes and call quality
• 2+ years of previous interactive customer service experience
• Ability to cope with a high volume of incoming calls and chats
• The flexibility to work any shift assigned between the hours of operations of 24 hours per day 7 days per week. Shifts will be 8 hours per day 5 days per week, so weekend and evening availability is required.
• Ability to cope well and embrace change
• Verbal and written skills in English
• Empathetic and able to support clients who may be in distress and the ability to triage crisis situations to our clinical team
• Works well under pressure
• Excellent customer service skills with strong written and verbal communication skills
• Ability to pass a criminal background check which may consist of federal fingerprinting
• Technical savvy
• Passionate about helping others, able to provide empathy when necessary

• Previous experience in dealing with distressed or vulnerable clients in an Employee Assistance capacity.
• Previous experience in working in a service center / call center environment.
• A bachelor’s degree, college diploma or equivalent post-secondary education in a subject such as Psychology strongly preferred (or similar work experience)

• Ability to troubleshoot own devices & connectivity
• Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
• Understand own network environment at home
• Dedicated, private home workspace free of distractions and interruptions

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

• Canada - $38,493.00 annual
• US - $18.00 per hour