Case Management Specialist (On-Site)
Concentrix
A complete application in a minute — tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
Concentrix in North York, ON is seeking a Case Management Specialist to join a diverse team delivering exceptional content-based solutions for a leading brand. You will manage sensitive escalations and serve as the single point of contact for resolution, while guiding customers and retailers on policy.
The role emphasizes customer experience, with training provided and opportunities for growth within a Fortune 500 company.
Qualifications
- 18+ with a completed High School Diploma or GED
- 2-3 years in de-escalation, problem solving and strong communication
- Proven leadership focusing on customer experience and retention
- Excellent time management, analytical skills, and attention to detail
- Clear, patient, and positive communication; able to multitask effectively
Responsibilities
- Receive and resolve sensitive customer escalations as the single point of contact for resolution
- Troubleshoot and resolve customer satisfaction issues, prioritizing critical tasks and deliverables
- Answer inbound calls to provide policy guidance and act as a second-tier escalation
- Focus on continuous improvement of Customer Experience and provide feedback for internal review
Skills
Education
Job description
L’employé doit régulièrement utiliser un ordinateur, un clavier, un téléphone ou un casque d’écoute, ainsi que d’autres équipements de bureau dans le cadre des fonctions essentielles de ce poste. Le travail est généralement de nature sédentaire.
Join a world-class team in North York, ON, as a Case Management Specialist! At Concentrix, we’re looking for passionate game-changers to ensure a safe, positive online community and deliver exceptional content-based solutions for one of the world’s best-known brands. If you're ready to grow with a Fortune 500 company with an inclusive, award-winning culture, your new career starts here. (Military veterans are encouraged to apply.)
Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a Case Management Specialist position at Concentrix is the right place for you!
As a Case Management Specialist, you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “game-changers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.
This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.
- Be responsible for receiving and resolving sensitive customer escalations and excel as the single point-of-contact for resolution.
- Troubleshooting and resolving customer satisfaction issues, while prioritizing critical tasks and communication deliverables
- Be available to answer inbound calls from the customer care team, customers, and retailers to provide guidance on policy and process, and act as a second-tier escalation team to resolve customer issues
- Focus on continuous improvement of Customer Experience. Assess and provide feedback related to unique situations for further internal review
- 18 Years of age or older with a completed High School Diploma or GED required
- Minimum of 2-3 years of demonstrated experience in de-escalation, creative problem solving and Top Tier communication skills
- Proven leadership skills where taking ownership of exceptional customer experience and retention are the focus.
- Exceptional time management and analytical skills, and the ability to focus on critical issues.
- You have a proven ability to communicate in a clear and concise manner, while exercising a high level of patience, empathy, and positivity.
- You can prioritize efficiently, dealing with multiple issues simultaneously. This will require a strong attention to detail and the ability to grasp concepts quickly
- Proficiency in fast-paced multi-tasking
- The base salary for this position is $25.00/hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, a comprehensive employee assistance program (EAP), a registered retirement savings plan, paid time off, and holidays.
- Paid training and lucrative employee referral program.
- DailyPay enrollment option to access pay "early," when you want it.
- Health and wellness programs with trained partners to help promote a healthy you
- Mentorship programs that support your rewarding career journey
- A modern, state-of-the-art office setting with advanced technologies and a great team.
- Programs and events that support inclusion and belonging, as well as global citizenship, sustainability, and community support.
- Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (disabilities), Dynamic (neurodiversity), Women in Tech, OneEarth Champions, Wise Owls (experienced), and more.
We accept applications for this position on an ongoing basis. It is currently for an existing, immediate vacancy; however, we are also considering applications for future opportunities as they arise. We encourage all interested candidates to apply.
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Concentrix is committed to equal employment opportunity and does not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other category protected by provincial human rights legislation.
Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.
Only qualified applicants who are legally authorized to work in Canada will be considered.
L’employé doit régulièrement utiliser un ordinateur, un clavier, un téléphone ou un casque d’écoute, ainsi que d’autres équipements de bureau dans le cadre des fonctions essentielles de ce poste. Le travail est généralement de nature sédentaire.
Concentrix s'engage en faveur de l'égalité des chances en matière d'emploi et ne fait aucune discrimination fondée sur la race, l'ascendance, le lieu d'origine, la couleur, l'origine ethnique, la citoyenneté, la croyance, le sexe, l'orientation sexuelle, l'identité ou l'expression de genre, l'âge, l'état civil ou familial, le handicap, ou toute autre catégorie protégée par la législation provinciale sur les droits de la personne.
Concentrix accueille et encourage les candidatures des candidats en situation de handicap et s'engage à offrir un processus de recrutement inclusif. Si vous avez besoin d'un aménagement raisonnable pour participer à n'importe quelle étape du processus de candidature ou d'entrevue, veuillez nous en informer. Les demandes peuvent être faites en contactant app.acco@concentrix.com. Toutes les informations seront traitées de manière confidentielle et utilisées uniquement pour faciliter votre participation au processus de recrutement.
Dans le cadre de notre processus de recrutement, nous pouvons utiliser des outils d'intelligence artificielle (IA) pour aider au tri et/ou à l'évaluation des candidats. Ces outils pourraient être utilisés pour évaluer les CV, les candidatures et d'autres documents soumis afin de nous aider à identifier les meilleurs candidats pour le poste.
Seuls les candidats qualifiés légalement autorisés à travailler au Canada seront considérés.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
