Client Care Specialist

📋 Description

• The Client Care Specialist serves as the first point of contact for clients reaching out to the Credit Counselling Society (CCS) for assistance with their financial concerns.

• This position acts as an ambassador for the organization, fostering trust with clients and providing an empathetic and soothing presence during their challenging times.

• Utilize active listening techniques to ensure the appropriate resources and support are provided to clients based on their unique situations.

• Exercise your judgment to determine the best way to assist clients, alleviating their worries and connecting them with a Credit Counsellor when necessary, or directing them to other relevant resources.

• Besides responding to incoming client calls, you will also proactively reach out to clients who have requested contact to initiate the intake process.

• Your responsibilities will additionally encompass several administrative tasks aimed at supporting client success throughout their engagement with CCS.

⛳️ Requirements

• A minimum of one to two years of customer service experience is required; call centre experience is preferred.

• Must be available to work flexible shifts, generally scheduled between 8:30 am - 8:00 pm (Pacific Time), with some early morning availability needed (e.g., 5:30 am).

• Saturday shifts are rotated within the team, averaging one per month.

• A professional and empathetic demeanor is essential, showcasing active listening skills and the ability to connect with clients while conveying information accurately.

• Excellent communication and interpersonal skills are required, demonstrating a genuine desire to collaborate as part of a team and assist individuals.

• A positive, can-do attitude and a solution-oriented mindset, with the capability to adapt to changes and perform well under pressure.

• Strong organizational skills, specifically the ability to switch between tasks rapidly and occasionally manage multiple conversations while maintaining attention to detail.

• Fluency in French is considered an asset.

🏝️ Benefits

• Starting with three weeks of vacation, plus three CCS days for personal use and six Sick/Personal Days annually.

• A comprehensive health and wellness benefits package, which includes Prescription Coverage, Extended Health and Dental Coverage, a Health Spending Account, and a Wellness Spending Account.

• A long-term savings program with employer matching (up to 5% during the first five years of employment, with increases at the 5th and 10th anniversaries).

• An annual bonus of $1,000 contingent upon the organization meeting our Client Satisfaction goals.

• Educational reimbursements available (up to $2,500 per year).

• Opportunities to engage in our two-level employee development program and supplemental mentoring relationships to foster professional growth.

• Celebrations of personal and organizational milestones, including a paid day off for moving or getting married, along with gifts for significant events such as welcoming a child or commemorating a milestone service anniversary.

• An employee and family assistance program that provides counseling support along with a variety of additional support resources.