Since 1974, Circle of Care, a non-profit community based agency, has been a recognized leader in the provision of in-home services in the Toronto area. Circle of Care is an employer of choice. Our employees bring compassion and caring to their roles. Whether assisting our clients in the community, or working hard behind the scenes, they are committed to giving each client the best possible experience. At Circle of Care, our mission is to support individual independence and to sustain and enhance quality of life in the community. 

Reporting to the Manager, Transportation Services the Call Centre Representative is responsible for providing excellence in customer service to all customers who call iRIDE transportation. The Telephone Triage Operator will respond to all telephone inquiries, conducts first line investigation of client situations, records client interactions and directs callers to front line emergency coordinators. The Telephone Triage Operator demonstrates a commitment to the client and the team through demonstrated communication skills and to building relationships with internal and external callers. The Telephone Triage Operator demonstrates a focus on continuous improvement of customer service skills.

We are looking for: 1 Full Time Position, One year contract

Salary: Commensurate with Experience

Responsibilities

• Answers all customer phone calls using standard customer focused practices including responding in a timely manner, identifying self and always being friendly.
• Listens to customer requests, identifies and addresses the customer’s needs in a timely manner.
• Conduct first level information gathering collecting client information to book and schedule client ride requests
• Proactively trouble shoots client related problems by investigating issues using scheduling software.
• Actively participate in team initiatives and department team meetings collaborating with, and providing solutions/support to team members in the department to achieve strategic goals and objectives.
• Demonstrates an effort to continuously improve customer service skills
• Provides client/driver service coordination on a daily basis.
• Communicate with all Drivers on a daily basis to give instructions/ directions to locations

• Post secondary education in a communications related field essential
• Minimum of six months related experience in a Call Centre and/or Customer Service Environment.
• Additional language skills are an asset. (Russian)
• Excellent telephone, interpersonal and customer service skills.
• Excellent verbal communication skills.
• Excellent organizational and time management skills.
• Proven ability to work in a fast paced environment and handle stressful situations.
• Ability to use good judgment in assessing difficult customer situations.
• Strong problem solving skills with an ability to resolve urgent client situations
• Negotiation and conflict resolution expertise is an asset
• Ability to perform routine work independently.
• Knowledge of general office practices, procedures, standards, and medical terminology preferred.
• Advanced computer knowledge in a Windows environment, e.g. Outlook, Word, etc.
• Familiar with GTA area
• Must be able to work weekends as needed

Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported.  We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach her/his potential.

Circle of Care is a scent free environment.  All employees, volunteers and visitors are expected to refrain from wearing or using scented products while visiting our office or working in the client’s home.

We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.

We thank you for your interest in Circle of Care. Only applicants who are selected for an interview will be contacted.