Overnight Emergency Care & Support Representative

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

📋 Description

• Serve as the primary point of contact for all after-hours calls and situations, frequently addressing critical scenarios that necessitate swift responses or de-escalation.

• Oversee emergencies involving students, ensuring proper documentation of events and liaising with relevant colleagues for additional insights or support.

• Assess the nature and severity of emergencies, escalating crisis situations promptly and compassionately, and providing further assistance as required.

• Perform data entry and maintain files related to client, host, or student information.

• Review and verify student applications to ensure they are complete and accurate for specific regions.

• Offer continuous operational support through tasks such as data entry, document uploads to the database, custodianship documentation, limousine bookings, survey implementation and/or analysis, and reservation management.

• Facilitate the matching of prospective or current students with hosts for new placements, respites, and relocations.

⛳️ Requirements

• Post-Secondary Certificate or Diploma in a relevant field is preferred.

• A minimum of 1 year of Customer Service experience.

• Some familiarity with working alongside international students and diverse cultures.

• Natural ability to work independently and autonomously in a virtual office setting.

• Outstanding Customer Service skills, demonstrating empathy towards callers.

• Positive interpersonal abilities and a strong capacity for de-escalating challenging customer interactions remotely.

• Capability to collaborate effectively within a team and nurture relationships with colleagues.

• Proficient in Word, Excel, Email, and Database management.

• Excellent verbal and written communication skills in English.

• Proficiency in French is also required for roles designated in Quebec and certain parts of Ontario; bilingual candidates are preferred.

• Strong problem-solving abilities and organizational skills, with a keen attention to detail.

🏝️ Benefits

• Comprehensive training and professional development opportunities.

• Flexible work environment with options for remote work.

• Supportive team culture that values collaboration and communication.

• Competitive compensation and benefits package.