Client Care Coordinator

Larga Baffin Ltd.; Ottawa; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Benefits plan

Group RRSP

Paid sickness & leave

Vacation 2 weeks/yr

Job summary

Larga Baffin Ltd. in Ottawa is seeking a Client Care Coordinator to organize, coordinate, and communicate client needs in a courteous and efficient manner.

You will work with internal and external partners to resolve inquiries and customer concerns. The role emphasizes professional client service, data accuracy, and handling multi-line communications, with focus on empathy, problem solving, and maintaining records.

Qualifications

• 2–3 years customer service experience in a similar role.
• Excellent interpersonal and communication skills.
• Ability to analyze client needs and offer appropriate options.
• Professional telephone etiquette and calm under pressure.
• Detail oriented with strong record-keeping abilities.

Responsibilities

• Greet and welcome clients, visitors and service providers.
• Answer multi-line phone system professionally and assist.
• Handle client complaints and escalate as needed.
• Coordinate with clients, vendors and internal departments.
• Maintain up-to-date client records and registrations.
• Perform general clerical duties and maintain a tidy front desk.

Skills

Customer service

Interpersonal skills

Communication skills

Problem solving

Time management

Organizational skills

Adaptability

Work under pressure

Education

High School Diploma

Job description

Position Overview

Reporting to theSupervisors, Assistant Manager, and Manager of Client Care, the Client CareCoordinator will primarily be responsible for organizing, coordinating, andcommunicating the needs of our clients in a courteous and efficient manner. Thesuccessful candidate will work in a team environment, interfacing with a numberof internal and external partners to ensure that client needs are met. The Client Care Coordinator is responsible to support customer base byresolving questions, concerns, and handling client inquiries and complaintswhich are escalated from other departments. This role will also attempt to calm clients by explainingthe situation while attempting to resolve the issue to the best of theirabilities.

Key Responsibilities

Client Service

• Greet and ensure a welcoming environment for clients,visitors and service providers.
• Answer multiple incoming calls in a professional andcourteous manner; always willing to show the ability to assist and problem solve.
• Handle client complaints as they arise, escalating tothe appropriate individual as deemed necessary.
• Always maintain professionalism, tact, diplomacy and sensitivity to portray the company in a positive manner.
• Act as the primary contact for client services (coordinating with clients, external vendors, and partners and with LargaBaffin’s Referrals and Transportation departments).
• Continuously enhance our clients’ quality of care.
• Communicate and liaise with various Larga Baffindepartments and outside service providers to help manage our client’s needs(OHSNI, Hospitals, Medigas, OMS etc.).
• Maintain a safe, secure and healthy environment forour clients and co-workers by following Larga Baffin’s safety standards and protocols.
• Maintain a clean and organized front desk and lobby area.
• Maintain and clean all guest common areas if scheduledfor an overnight shift.

Administration

• Maintain up-to-date client records and status.
• Maintain client registration procedures (check-in,check-out, hospital admissions etc.) in order to track guests.
• Manage and maintain corporate documents.
• Answering a multi-line phone system.
• General clerical duties (photocopying, faxing, mailing, sorting, basic typing)
• Other administrative tasks may be assigned from time to time.

Minimum JobRequirements

• 2-3 years customer service experience in a similarrole.
• High School Diploma (or equivalent).
• Previous experience working with a variety of peopleand adapting to changing situations.
• Ability to analyze and interpret the needs of clientsand offer the appropriate options, solutions and resolutions required.
• Ability to deal with people sensitively, tactfully, diplomatically,and professionally at all times.
• Excellent interpersonal and communication skills.

Knowledge andSkills

• Demonstrated ability and aptitude for problem solving.
• Works well under pressure in a high energy workplace.
• Ability to make accurate observations and exerciseindependent judgement and calmly take action in a variety of situations –including emergencies.
• Ability to operate in an environment that handlessensitive and personal information.
• Detail orientated person with an ability to organizeand prioritize tasks.
• Demonstrated time management skills.
• High flexibility with strong interpersonal skills withability to work effectively in a diverse environment.
• Ability to adapt to new technology.
• Thorough and reliable record keeping skills.
• Knowledge of office practices, procedures, andequipment.
• Demonstrates professional telephone etiquette.
• Ability to work without direct supervision.
• Ability to effectively communicate both verbally andin writing.

Preferred Qualifications

• NunavutLand Claims Beneficiary.
• First Aid/CPR/AED certified (or awillingness to learn).
• Workplace Hazardous MaterialsInformation System (WHIMIS) trained (or willingness to learn).
• Bilingualism (Inuktitut and English)is a strong asset.

Salary and Benefits

• Larga Baffin offers a competitivetotal compensation package. Employees are provided with an exceptional benefitsplan which includes major medical and dental coverage for the employee andtheir dependents, and employee life insurance.
• Larga Baffin also offers a GroupRRSP benefit plan for eligible staff.
• Larga Baffin provides paid sickness,personal leave days, and a 24/7 confidential Employee and Family AssistancePlan.
• Vacation (earn 2 weeks/year).

LargaBaffin welcomes and encourages applications from people with disabilities.Accommodations are available on request for candidates taking part in allaspects of the selection process.

Thesuccessful candidate must be able to obtain a recent police records check (forthe vulnerable sector) with results acceptable to Larga Baffin as a mandatorycondition of employment.

Priority will be given to qualifiedNunavut Beneficiaries. Larga Baffin does not provide housing and is notresponsible for re-location costs.