Call Center Representative

Nurse Next Door Home Care Services; Vancouver; On-site; CAD 45,000 - 60,000; Full time

Job summary

Join a leading home care service as a Scheduling Specialist, where you'll excel in scheduling client visits and delivering exceptional customer service. Embrace core values that prioritize client outcomes and operational excellence while working in a supportive and dynamic environment. This role offers a competitive salary, flexible benefits, and a chance to make a positive impact in clients' lives.

Benefits

Flexible benefits plans

Health spending accounts

Competitive base salary

Profit-sharing bonus plan

Employee recognition and fun

Qualifications

• Minimum of 2 years in a customer service role.
• Strong organizational skills to manage tasks.
• Excellent verbal and written communication skills.

Responsibilities

• Answer inbound calls and schedule client visits using Alayacare.
• Ensure all caregivers clock in for visits and manage no-show situations.
• Deliver exceptional customer service to clients, caregivers, and franchise teams.

Skills

Customer Service

Organizational Skills

Communication Skills

Job description

Job Description

As a Scheduling Specialist, you will answer inbound calls and schedule client visits by finding the Perfect Match Caregiver using the Alayacare booking system. You will surpass response times, scheduling, and documentation standards to provide the highest level of care and service to our clients, franchise partners, and caregivers. We offer a premium service that requires customer service-oriented professionals who thrive in fast-paced, self-led environments where you can add value with your detailed, accurate work in a time-sensitive manner. You will contribute to care services by being operationally excellent through consistent delivery of service level commitments and adherence to One Best Way processes, workflows, and systems. You are observant and thrive on delivering exceptional customer service and client outcomes while doing whatever it takes to bring peace.

You embody our four core values: Admire People, Find a Better Way, WOW Customer Experience, and Passionate About Making a Difference.

For more information, visit or watch our Culture video:

What You Will Lead:

1. Deliver WOW customer service experience in every interaction with clients, caregivers, and franchise teams to exceed customer service standards while surpassing call hold times.
2. Utilize the Alayacare platform for scheduling, follow workflows, follow One Best Way processes, and establish communication channels to promote efficiency and drive accurate data for business insights.
3. Deliver peace of mind by ensuring all caregivers clock in for their visits and escalate no-show situations with a sense of urgency, conducting investigations as required within 22 minutes of the visit start time.
4. Schedule and book client visits using the scheduling platform at least 14 days out, find the Perfect Match Caregiver for each client, and complete documentation as required.
5. Respond to caregiver questions regarding schedules and visit offers.
6. Update clients and client contacts on any changes to service, keeping accurate and detailed documentation in our system.
7. Resolve franchise partner issues with One Best Way and operational excellence in mind.
8. Be an active team member and contribute to process improvement initiatives that make care services a high-performing team.
9. Provide fast and easy access to clients and caregivers by answering a high volume of inbound calls in 30 seconds or less.

What you will bring to Nurse Next Door:

• A minimum of 2 years of experience in a customer service role.
• Strong organizational skills with a proven ability to manage many ongoing tasks.
• Excellent verbal and written communication skills.
• A professional and friendly attitude to quickly develop rapport with clients over the phone.
• Availability from 1:30 PM onwards Tuesday to Saturday. Must be flexible.

As a Nurse Next Door employee you will receive:

• Flexible benefits plans to meet your needs.
• Personal and health spending accounts to support your pursuit of wellness.
• Competitive base salary.
• Profit-sharing bonus plan.
• Employee recognition and fun!