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Job Title:

Case Management Specialist (On Site)

Case Description

The Case Management Specialist provides an excellent service to customers who have complaints or complex/escalated issues – primarily through ensuring that concerns are fully understood and addressed comprehensively and quickly in a way that is positive and helpful for customers, minimizing further issues. The Case Management Specialist will also play a key role in identifying and sharing opportunities from complaints and issues that can be used for service improvement. We accept applications for this position on an ongoing basis. 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 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 just the right place for you!

As a Case Management Specialist, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well‑being, proudly united as “game‑changers.” Together, we help the world’s best‑known brands power a world that works through exceptional customer experiences and tech‑powered innovation. And due to continued growth, we’re looking for more talented game‑changers to join our purpose, people as passionate about providing outstanding customer experiences as we are.

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 continuing 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 FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

As a Case Management Specialist, you’ll:

• Be responsible for receiving and resolving sensitive customer escalations and excel as the single point‑of‑contact for resolution.
• Troubleshoot and resolve 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.
• Deliver expert customer experiences…with a smile.

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Case Management Specialist role include:

• 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.

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game‑changers, our infrastructure, and our capabilities to ensure long‑term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

• 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, comprehensive employee assistance program (EAP), registered retirement savings plan, paid time off and holidays, and paid training days.
• DailyPay enrollment option to access pay "early," when you want it.
• 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, and more.
• 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 diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support.
• Celebrations for Concentrix Day, Game‑Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more.

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game‑changers around the globe call Concentrix their “employer of choice.”

Location:

CAN North York Toronto 20 Norelco Drive

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.

Concentrix is an Equal Opportunity Employer and complies with the fair employment practice laws. We are committed to providing a workplace free from unlawful discrimination and harassment and prohibit the same against employees, applicants or other covered persons by coworkers, supervisors, managers, or third parties based on a person's race, color, religion, creed, sex, sexual orientation, gender identity, national origin, ancestry, age, veteran status, disability unrelated to job requirements, ethnicity, genetic information, military service, union membership, political affiliation, marital status, pregnancy or other protective status.