Overnight Emergency Care & Support Representative

Engaged HR; Canada; Remote; CAD 30,000 - 60,000; Full time

Job summary

A non-profit organization seeks an Overnight Emergency Care & Support Representative. This full-time remote position involves managing after-hours situations for international students and requires strong customer service skills. Candidates should be able to work independently and demonstrate empathy. Pay ranges from $19.00 to $23.50 per hour, and French is mandatory for certain regions.

Qualifications

• 1+ years of Customer Service experience.
• Some experience working with international students and a variety of cultures.
• Strong attention to detail.

Responsibilities

• Act as first point of contact for after-hours calls and situations.
• Manage emergencies involving students and document events.
• Complete data entry and maintain confidential files.
• Match prospective students with host families.

Skills

Customer Service

Problem Solving

Organizational Skills

Empathy

Interpersonal Skills

Verbal Communication

Written Communication

Microsoft Word

Microsoft Excel

Database Skills

Education

Post-Secondary Certificate or Diploma in a relevant discipline

Job description

Who We Are

The Canada Homestay Network Society is a non-profit society, that has helped tens of thousands of students find a home away from home in Canada. We connect international students with compassionate and caring families in Canada, creating enriching cultural experiences for both students and host families for the past 30 years.

Be part of something that matters! Join a team that connects international students with compassionate and caring families in Canada, creating enriching cultural experiences for both students and host families.

About the Overnight Emergency Care & Support Representative

The Overnight Emergency Care & Support Representative (OECSR) is an essential team member and plays a critical role in ensuring the overall success of the homestay program. The OECSR will naturally be effective at de-escalating situations, working alone, collecting detailed facts, organizing information, and reducing inconsistencies.

This is a unique role and would be well suited for someone who can work effectively in periods of high stress while using critical thinking and be equally as effective completing administrative tasks during prolonged periods of working independently in a remote environment.

This is a permanent, full-time remote position. The hourly pay ranges from $19.00 to $23.50, inclusive of regional differentials and based on previous experience.

*As this is an essential role, the successful candidate must have full availability through weeknights and weekends for overnight shifts.

Responsibilities

• Act as the first point of contact for all calls and situations that arise after hours, often dealing with critical situations that require a quick response or de-escalation.
• Manage emergencies that involve students that may arise, including documenting events and corresponding with applicable colleagues to engage a second opinion or request support.
• Determine nature and extent of emergency and escalate crisis situations in a prompt and caring manner, providing additional support when needed.
• Complete data-entry and maintain files as it relates to client, host, or student information
• Review and process student applications to ensure that they are complete and accurate for designated or assigned regions.
• Provide ongoing operational support through tasks such as data entry, uploading documents to the database, custodianship documentation, limo bookings, survey implementation and/or analysis and reservation management
• Match prospective or current students with hosts for new placements, respites, and relocations.

Knowledge, Skills, & Abilities

• Innate ability to work independently and autonomously in a virtual office environment.
• Exceptional Customer Service skills with the ability to show empathy to callers.
• Positive interpersonal skills and highly effective at de-escalating challenging customer interactions from a remote environment.
• Ability to work in a team, and to maintain and develop relationships with colleagues.
• Excellent Word, Excel, Email, and Database skills.
• Strong verbal and written English communication. French is also mandatory for positions assigned to Quebec and parts of Ontario.
• Strong problem solving and organizational skills, including a precise attention to detail.
• Post-Secondary Certificate or Diploma in a relevant discipline, preferred.
• 1+ years of Customer Service experience.
• Some experience working with international students and a variety of cultures.

Working Conditions

• Home Office
• Reliable Internet Required
• Overnight, in-home office engagement is required for 12-hour shifts from 8pm to 8am (EST), including weeknights & weekends. Shifts will rotate between 4 nights on, 4 nights off schedule.
• Busy seasons can be expected for fall and winter intake periods.
• Vacation blackout from August 15 – September 15th annually.

This role requires to be able to pass a Criminal Record Check.

How to apply

To view the full job description and benefits, follow this link.

If you are interested in communicating with cultures from around the world and helping change international students live while in Canada, please apply with your cover letter and resume.

We thank all those who apply but only those applicants who are selected for an interview will be contacted.

This position will remain open until filled.