Client Service Associate (CSA) Team Lead - Temporary, Full-time

VON Canada; Owen Sound; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Client Service Associate – Team Lead to facilitate a team of associates in delivering exceptional client care. This role involves overseeing quality monitoring, mentoring team members, and ensuring effective communication within the team. The ideal candidate will possess strong organizational skills and a passion for customer service, thriving in a dynamic environment. If you have experience in a healthcare or contact center setting and are looking to make a meaningful impact, this opportunity is perfect for you.

Qualifications

• High school diploma required; post-secondary education preferred.
• 1-2 years customer service experience, ideally in scheduling.

Responsibilities

• Oversees quality monitoring and metrics reporting for the client care team.
• Provides ongoing support and advice to CSAs, troubleshooting issues.

Skills

Microsoft Office

Database Management

Customer Service

Planning and Organization

Problem-Solving

Scheduling Software

French Language Skills

Education

High School Diploma

Post-secondary Education

Office Administration Certification

Job description

Requisition Details:

Employment Status: Temporary, Full-time (1.0 FTE)
Program Name: Visiting Nursing
Number of Hours Bi-Weekly: 75
Work Schedule: Days, Evenings, Weekends
Union/Bargaining Unit: OPSEU
Anticipated End Date: June 2026
On Call: No
Existing Vacancy: Yes - currently hiring for an existing vacancy.

Job Summary:

The Client Service Associate – Team Lead (CSA TL) facilitates a team of CSAs within a geographic area. Alongside performing CSA functions, the TL oversees quality monitoring and metrics reporting for the client care team. The TL reports to the Manager, Care and Service, ensuring team members develop necessary skills and competencies.

Key Responsibilities:

1. Provides ongoing support and advice to CSAs, troubleshooting issues as needed.
2. Posts and reviews Key Performance Indicators and weekly metrics with the CSA team and Manager.
3. Organizes daily workflow and tasks to meet standards.
4. Monitors team folders, CellTrak portal, and mailboxes for timely work handling.
5. Reviews audit reports for accuracy and provides feedback.
6. Maintains Call Centre Anywhere as directed.
7. Provides training and orientation for new CSAs; conducts ongoing training and process reviews.
8. Participates in team meetings for updates and instructions.
9. Ensures shift hand-offs are thorough.
10. Participates in LEAN problem-solving initiatives to enhance client care and delivery.

External and Internal Relationships:

• Mentors and leads CSAs in core job functions.

Education, Designations, and Experience:

• High school diploma required.
• Post-secondary education an asset.
• Office Administration certification or experience an asset.
• 1-2 years customer service experience, preferably in scheduling.
• Experience in a contact center or healthcare environment is an asset.
• Unionized environment experience is an asset.

Skill Requirements:

• Proficient in Microsoft Office, faxing software, and database management.
• Strong planning, organization, and coordination skills.
• Excellent oral and written communication skills.
• Ability to adapt to changing priorities in a fast-paced environment.
• Strong problem-solving skills.
• Ability to lead a team collaboratively.
• Excellent customer service skills.
• Minimum 45 WPM keyboarding skills.
• Medical terminology knowledge is an asset.
• Scheduling software knowledge, such as Procura, is an asset.
• French language skills are an asset in designated areas.

Other Requirements:

• Current satisfactory Criminal Records Check.
• Vulnerable Sector Search and/or Child Abuse Registry Check may be required.
• Use of Personal Protective Equipment (PPE) may be required.

Working Conditions and Physical Demands:

This role requires attention to detail in a dynamic environment, involving physical activities such as lifting, carrying, bending, reaching, and kneeling. Tasks may include walking, sitting, standing, climbing stairs, and fine hand movements.

Note for Current Employees:

Internal applicants should be aware that the posting may remain open beyond the deadline if there are insufficient applicants. The posting may close at the employer's discretion or follow a rolling deadline as per the collective agreement, with each period treated as a separate posting for seniority comparison.