Bilingual Customer Care Coordinator, Help Center

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

📋 Description

• Efficiently manage incoming telephone inquiries from customers while providing exceptional customer service.

• Respond to electronic inquiries promptly and in line with client protocols.

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

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

• Diligently document and/or process all electronic and telephonic inquiries.

• Address or triage adverse events and product quality complaints following Inizio, client, and regulatory standards.

• Exhibit strong communication and remote management abilities.

• Interact with callers with empathy and assist them in understanding terminology when needed.

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

• Efficiently navigate multiple databases simultaneously.

• Comply with all company policies and standard operating procedures.

• Be adaptable within the department to optimize resource use, including undertaking administrative and non-telephony tasks as required.

• Safeguard patient privacy and confidentiality by adhering to the guidelines set forth in 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).

• Preferred experience in a fast-paced customer service environment.

• Exceptional verbal, written, and listening communication abilities.

• Friendly telephone demeanor.

• Preferred experience in a high-volume call center.

• Solution-oriented with robust time-management and organizational skills.

• Strong technical proficiency, excellent computer skills, and the ability to navigate multiple database systems while learning new software applications.

• Capable of working effectively both independently and as a team member.

• Flexibility and adaptability to meet organizational needs and scheduling demands.

🏝️ Benefits

• Health benefits commencing on the first day of employment.

• Longevity/tenure bonuses.

• Quarterly Star Award.

• Annual Inizio Circle of Excellence awards.

• Employee referral bonus.

• Access to a library of online training courses.