Customer Service Representative

What is the Opportunity?

The Customer Service Representative (CSR) with the RCM Certificate Program will work both independently and in collaboration with team members and internal departments to appropriately manage customer expectations with diplomacy and tact, providing a superior customer service experience. The CSR team is responsible for the organization’s front‑line interactions with customers for a number of departments, primarily the Certificate Program (Examinations); but also for Teacher Certification, Digital Learning, the online Bookstore, and the Smart Start international programs.

Service is offered in English (spoken/written), French (spoken/written), Mandarin (spoken), and Cantonese (spoken).

• Handle inbound telephone inquiries/concerns.
• Respond to e‑mailed/mailed inquiries/concerns.
• Respond to live chat inquiries/concerns.
• Maintain communications logs of customer inquiries.
• Open, process, or complete tickets for customer inquiries from all channels above and update customers as needed.
• Process assigned administrative tasks within tight deadlines.
• Send customer notifications (email/phone) for identified Certificate Program registration/exam issues as required.
• Work in compliance with the provisions of The Occupational Health & Safety Act and its regulations and comply with the organization’s Health & Safety Policy.
• Perform other duties as required.

• Well‑developed interpersonal skills with a customer‑driven approach to answering questions and resolving concerns with diplomacy and tact.
• Well‑honed communication skills in English, written and verbal.
• Attention to detail, ability to learn quickly, multi‑task, and make sound judgments in a fast‑paced working environment.
• Comfortable learning/working with new software and Microsoft Office Suite.
• Knowledge of RCM Certificate Program is an asset.
• Ability to speak and provide service in Mandarin/Cantonese and/or French is desired.

• $20.09 per hour

• Scheduling flexibility for shifts: currently seeking candidates available for regular shifts of 5:00 – 9:00 p.m. ET Monday through Friday (approximately 20 hours per week). Please note that specific shift timing is subject to change.
• Availability to work additional hours as needed (Service hours are 9:00 a.m. – 9:00 p.m. ET Monday through Friday, and 9:00 a.m. – 5:00 p.m. ET on Saturdays).
• The CSR team has a hybrid work arrangement, occasionally working on site at the RCM building in downtown Toronto, Ontario.
• Working with confidential data and matters.
• Requires sitting for long periods, looking at a computer monitor, extensive keyboard use, and use of a telephone headset.
• This opportunity is for a current vacancy.

The RCM is committed to fostering an inclusive, equitable and accessible workplace. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and the RCM’s Anti‑Racism, Access and Equity Policy, accommodation will be provided at any stage of the recruitment and selection process. Applicants are asked to make their accommodation needs known when they have been contacted for an interview.