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Administrative Coordinator - Operations
Shift: Mon to Fri 8 A.m.to 4 P.m.
Work Style: Remote
Location: Remote, QC, ON, AB, BC
- Join an award-winning "Top Employer" with meaningful and impactful career opportunities
- Access a health and wellness benefits program that supports you and your loved ones
- Grow and thrive with a dynamic, successful company through internal mobility opportunities
- Invest in your future through RRSP match benefits and an employee stock purchase program
- Experience a collaborative, diverse workforce that prioritizes dignity and respect for all
- Maximize volume of handled inbound calls daily.
- Complete daily assigned or pending outbound client calls to schedule appointments.
- Address and action voicemail messages within the hour.
- Support the department and its team members in the daily management of scheduled appointments, including calling applicants to advise of appointment time changes or the need to reschedule their appointment.
- Respond to all e-mails within the day, as they come in.
- Timely response to call outs for help on Teams from various stakeholders (managers, colleagues, team leads, etc.)
- Assist with order cancellations and managing of problem files.
- Timely management of new order creation as required, or reactivation of existing orders, and communicating with 3rd party service providers when applicable.
- Support with any additional steps required with an order before it is ready to be submitted to the carriers.
- Completion of post-secondary studies.
- Minimum 1 year’s telephone customer service experience.
- Call centers experience an asset
- Bilingual in English and French
- Demonstrated proficiency with Word, Excel and Outlook at an intermediate level.
- Ability to work on and manage simultaneously multiple software working tools.
- 60wpm typing speed.
- Must enjoy learning continuously.
- Manage competing priorities effectively.
- Social Process Skills
- High level of interpersonal skills required to succeed in a collaborative working environment.
- Ability to work in a fast-paced environment.
- Demonstrated ability to self-manage and prioritize in a result driven and time sensitive function.
- Solid ability to utilize dispute or conflict resolution techniques to achieve desired outcomes.
- Demonstrated Customer Centric approach and puts the customer first on all decisions.
- Proven problem-solving skills.
Horaire : Du lundi au vendredi, de 8 h à 16 h
Mode de travail : Télétravail
Lieu : Télétravail (QC, ON, AB, BC)
- Joignez-vous à un « meilleur employeur » primé qui offre des possibilités de carrière significatives et percutantes
- Accédez à un programme d’avantages pour la santé et le bien-être qui vous soutient, vous et vos proches
- Grandir et prospérer avec une entreprise dynamique et prospère grâce à des opportunités de mobilité interne
- Investissez dans votre avenir grâce à des avantages de contrepartie d’un REER et à un programme d’achat d’actions des employés
- Faites l’expérience d’une main-d’œuvre collaborative et diversifiée qui donne la priorité à la dignité et au respect de tous
- Maximiser le nombre d’appels entrants traités chaque jour.
- Effectuer les appels sortants quotidiens assignés ou en attente afin de planifier les rendez-vous des clients.
- Traiter les messages vocaux dans l’heure suivant leur réception.
- Soutenir le service et les membres de l’équipe dans la gestion quotidienne des rendez-vous, notamment en communiquant avec les candidats pour les informer d’un changement d’heure ou d’un report de rendez-vous.
- Répondre à tous les courriels reçus dans la journée, dès leur arrivée.
- Répondre rapidement aux demandes d’assistance sur Teams provenant de divers intervenants (gestionnaires, collègues, chefs d’équipe, etc.).
- Prendre part à la gestion des annulations de commandes et des dossiers problématiques.
- Assurer, dans les meilleurs délais, la création de nouvelles commandes ou la réactivation de commandes existantes, et communiquer avec les fournisseurs de services tiers, au besoin.
- Apporter un soutien pour toute étape supplémentaire requise avant la soumission d’une commande aux assureurs
- Diplôme d’études postsecondaires.
- Au moins un (1) an d’expérience en service à la clientèle par téléphone.
- Expérience en centre d’appels, un atout.
- Conformément aux règlements de l'Office québécoise de la langue française (OQLF), un employé doit être capable de communiquer et de lire en français.
- Il doit également pouvoir communiquer en anglais (si nécessaire) en fonctions des besoins de nos clients externes et internes.
- Compétences intermédiaires manifestes dans l’utilisation des logiciels Word, Excel et Outlook.
- Capacité à utiliser et à gérer simultanément plusieurs outils et logiciels de travail.
- Vitesse de frappe de 60 mots par minute.
- Intérêt marqué pour l’apprentissage continu.
- Gérer efficacement des priorités concurrentes.
- Un sens aigu des relations interpersonnelles est requis pour réussir dans un milieu de travail collaboratif.
- Aptitude à travailler dans un milieu très dynamique.
- Aptitude manifeste à gérer son travail de façon autonome et à établir les priorités dans un contexte axé sur les
- résultats et les délais.
- Bonne capacité d’utiliser des techniques substitutives de règlement de différends pour obtenir les résultats
- attendus.
- Approche manifeste centrée sur le client : le client d’abord et en tout temps.
- Compétences manifestes en résolution de problèmes.
