Job Title: Contact Centre Agent
Location(s): Remote (CANADA) - SureHire Corporate Office
Status: Full-time ; Hourly
Reports to: Manager, Contact Centre

Job Purpose:

To ensure quality services and accuracy in booking occupational testing across Canada and the US when necessary and perform basic account creation and maintenance in order to provide first-call resolution.

Working Conditions:

• Hours: 8-hour shifts with a half-hour break, ranging between operating hours of 5:00 am - 6:00 pm
  • Part-time shifts may vary
• Travel: No travel required
• Hazards: N/A
• Safety Sensitive: No
• Physical Environment: Work from Home - Office setting
• Dress Code: Business Casual

Job Summary & Duties:

• Receive Inbound Calls:

  • Transfer calls, place caller on hold, forward calls to the appropriate people, and forward calls to voicemail
  • Manage, resolve, or escalate issues and provide customers with product/service information

• Book Appointments, Review Calendars:

  • Book appointments in various locations in the SureLink calendar
  • Quality control – Double check recruiters, companies, and job numbers
  • Book Onsite and Afterhours appointments
  • Conduct Management ID

• Coordinate Third-Party Appointments:

  • Book appointments across Canada at independent clinics
  • Communicate with clinics to ensure they have the time and necessary equipment to perform the testing
  • Communicate with recruiters to confirm the details of appointments
  • Send the appropriate authorization forms via email/fax to the sites

• Reply to Online Appointment Requests:

  • Book appointments at appropriate locations
  • Email/Call companies to inform them of the appointment details

• Answer All LiveChat or Text Messages or Direct Them to the Appropriate Contact:

• Respond to Contact Us Forms Submitted in Relation to Customer Service and Appointment Bookings:

• Account Set-Up and Maintenance:

  • Perform basic account set up for Private companies who require results
  • Submit requests on behalf of private clients who require full-service accounts
  • Provide assistance to and troubleshoot with clients on SureLink functions

• Take Payment Info and Process Transactions:

• General Projects and Administrative Tasks:

  • Complete tasks assigned by Manager and other departments

Job Specifications:

Education:

• High school diploma

Experience:

• Customer service and/or call center experience considered an asset

Formal Training/Certifications/Licenses:

• N/A

Required Competencies/Knowledge/Skills/Abilities:

• General computer skills: Microsoft Word and Excel
• Excellent time management skills
• Strong interpersonal skills
• Ability to problem solve and effectively deal with difficult people
• Ability to establish and maintain effective relationships with companies and collection sites
• Ability to multi-task: coordinating several appointments, phone calls, and tasks
• Strong phone etiquette
• Strong communication and listening skills
• Call Centre/Customer Service Experience is an asset

Characteristics:

• Professional demeanor
• Positive attitude with a commitment to continuous learning and improving work processes
• Effective team player