Part-Time Customer Care Specialist

Are you looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with a strong attention to detail? Do you love the satisfaction that comes with solving a problem or correcting an error? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest and kind atmosphere for members?

Be Well is currently looking for an energetic team player to join our growing Contact Centre Team as a Contact Centre Specialist. The Contact Centre team has the responsibility to help our consumers with any technical issues that they could encounter using the Be Well application. Following Standard Operating Practices (SOPs) the team will aim at resolving the consumer issues immediately or to escalate it to the Level 2 Technology Support team.

The current shift we are hiring for is part-time (25.5 hours weekly)

• Monday 9-6pm
• Wednesday 9-6pm
• Friday 9-6pm

• Opportunity for additional working hours may be offered

This role is a 1-year contract.

Responsibilities:

Member Communication

• Answer incoming members calls quickly in a very friendly and genuine manner
• Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls to ensure members satisfaction
• Assist members in navigating and correcting issues related to Be Well Application technical capabilities and functionality.
• Handle confidential members information in a sensitive and responsible way
• Meet and/or exceed daily/weekly productivity metrics and adhere to team SLAs
• Other duties, as required

Problem Management

• Ability to diagnose problems, identify and drive appropriate solutions
• Work closely with peers and other departments to resolve members issues
• Contact members on behalf of other departments as required
• When needed escalate issues to the Senior Contact Centre team to ensure we are meeting members’ particular needs

Performance Criteria

• Reports directly to the User Contact Centre Manager – Be Well
• Practice extreme attention to detail as this position holds responsibilities that not only affect members, but every department at Be Well

Qualifications:

• High school diploma required
• 1-3 years’ experience in a similar role
• Exceptional written and oral communication skills
• Strong technical skills
• Ability to defuse tense or difficult situations
• Adapts easily to change
• Ability to learn quickly and take initiative
• Outstanding multitasking and organizational skills
• Ability to solve problems in a quick and well thought out manner
• Working knowledge of Microsoft Excel

Assets:

• Fluency in multiple languages
• Post-secondary diploma/degree