Job Title: Contact Centre Agent
Location(s): Remote - SureHire Corporate Office
Status: Full-time ; Hourly
Reports to: Manager, Contact Centre
To ensure quality services and accuracy in booking occupational testing across Canada and the US when necessary and perform basic account creation and maintenance in order to provide first-call resolution.
- Hours: 8-hour shifts with a half-hour break, ranging between operating hours of 5:00 am - 6:00 pm
- Part-time shifts may vary
- Travel: No travel required
- Hazards: N/A
- Safety Sensitive: No
- Physical Environment: Work from Home - Office setting
- Dress Code: Business Casual
Receive Inbound Calls:
- Transfer calls, place caller on hold, forward calls to the appropriate people, and forward calls to voicemail
- Manage, resolve, or escalate issues and provide customers with product/service information
Book Appointments, Review Calendars:
- Book appointments in various locations in the SureLink calendar
- Quality control – Double check recruiters, companies, and job numbers
- Book Onsite and Afterhours appointments
- Conduct Management ID
Coordinate Third-Party Appointments:
- Book appointments across Canada at independent clinics
- Communicate with clinics to ensure they have the time and necessary equipment to perform the testing
- Communicate with recruiters to confirm the details of appointments
- Send the appropriate authorization forms via email/fax to the sites
Reply to Online Appointment Requests:
- Book appointments at appropriate locations
- Email/Call companies to inform them of the appointment details
Answer All LiveChat or Text Messages or Direct Them to the Appropriate Contact:
Respond to Contact Us Forms Submitted in Relation to Customer Service and Appointment Bookings:
Account Set-Up and Maintenance:
- Perform basic account set up for Private companies who require results
- Submit requests on behalf of private clients who require full-service accounts
- Provide assistance to and troubleshoot with clients on SureLink functions
Take Payment Info and Process Transactions:
General Projects and Administrative Tasks:
- Complete tasks assigned by Manager and other departments
- Customer service and/or call center experience considered an asset
- General computer skills: Microsoft Word and Excel
- Excellent time management skills
- Strong interpersonal skills
- Ability to problem solve and effectively deal with difficult people
- Ability to establish and maintain effective relationships with companies and collection sites
- Ability to multi-task: coordinating several appointments, phone calls, and tasks
- Strong phone etiquette
- Strong communication and listening skills
- Call Centre/Customer Service Experience is an asset
- Professional demeanor
- Positive attitude with a commitment to continuous learning and improving work processes
- Effective team player
