Customer Care Representative reqID

Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.

As a Customer Care Representative
, you are on the frontline and the face of Dynacare when it comes to resolving customer issues and helping us enhance the customer experience. You will be accountable for customer communication, troubleshooting, resolving all inquiries via telephone, e-mail, fax, social media on behalf of Dynacare. Your daily activities will include, but not be limited to, managing the call-log database, reporting metrics, supporting any technical inquiries for clients including internal client, coordinating with various internal departments to ensure customer needs are met (i.e.: test turnaround times, etc), tracking all interactions and providing customers with results via hard and soft copies, e-mail, fax.

All activities must be accomplished while ensuring safe work practices by adhering to Health and Safety as well as any other regulatory body in effect.

Status:
Contract, Full-Time 18 months (Guaranteed 37.5 hours a week)

Shift and

Hours:

Monday - Sunday; between the hours of 7:00 am - 12:00 am

Department:
Customer Service

Vacancy:
Existing

Work Style:
Hybrid

Location:

115 Midair Court, Brampton, Ontario

Internal Posting

• 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

• Provide assistance to customers regarding any inquiries concerning services provided by Dynacare and redirect customer accordingly only if needed
• Monitor comments posted on Social Media, elevate if necessary and/or respond as per customer contact guidelines
• Assist Health Professionals and patients to ensure requisitions are properly filled for all testing, including special projects
• Provide support to Health Professionals and patient’s communications with respect to special specifications, such as sample collection, patient’s instructions, patient’s costs, and others
• Monitor and take ownership of complaints and ensure proper resolution / follow-up
• Reply by email, phone, live chat, fax, snail mail, social media to queries from external customers, including Health Professionals and patient’s
• Contact customers to gather information on behalf of Dynacare (i.e.: questions about samples, etc.)
• Coordinate the distribution of Partner/Customer Update communication using the preferred delivery method for each partner/client
• Provide patient’s results following provincial policies
• Capture all Customer information for every contact
• Responsible for calling all Critical Results as they are resulted, checking phoning instructions for each client prior to communicating the critical to ensure specific requirements are satisfied
• Accountable for sending STAT results and faxing/calling all Level 2 Abnormal as soon as available
• Responsible for Outbound contact campaigns, scan…