Bilingual Customer Care Coordinator, Help Center

This is a fully remote position, open to applicants in Canada.

📋 Description

• Efficiently triage incoming telephone calls from customers while providing professional and exceptional customer service.

• Respond promptly to electronic inquiries in line with client guidelines.

• Uphold high-quality standards across all client programs by adhering to established scripts and program directives.

• Accurately gather necessary information for various programs and input it correctly into program-specific databases.

• Meticulously document and/or process all electronic and telephone inquiries.

• Manage or triage adverse events and product quality complaints in compliance with Inizio, client, and regulatory standards.

• Exhibit strong communication skills and adeptness in remote management.

• Connect with callers empathetically, assisting them in understanding terminology when needed.

• Utilize effective organizational and time-management skills to handle customer interactions efficiently.

• Navigate multiple databases simultaneously and with proficiency.

• Comply with all company policies and standard operating procedures.

• Show flexibility within the department to optimize resource utilization, including performing administrative and non-telephony tasks as required.

• Safeguard patient privacy and confidentiality by adhering to HIPAA (Health Insurance Portability and Accountability Act) privacy and security regulations.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Fully bilingual in English and French (both spoken and written).

• Previous experience in a fast-paced customer service environment is highly preferred.

• Outstanding verbal, written, and listening communication abilities.

• Friendly and pleasant telephone demeanor.

• Experience in a high-volume call center is strongly preferred.

• Solution-focused with strong time-management and organizational capabilities.

• Robust technical skills, excellent computer literacy, ability to navigate multiple database systems, and learn new software applications.

• Capacity to work effectively both independently and collaboratively within a team.

• Adaptability and flexibility to accommodate the needs of the organization and schedule.

🏝️ Benefits

• Health benefits commencing on the first day of employment.

• Longevity and tenure bonuses.

• Quarterly Star Award recognition.

• Annual Inizio Circle of Excellence awards.

• Employee referral bonus program.

• Access to a library of online training courses.