Job Title: Client Service Representative
Location: Remote (Ontario, Quebec, Nova Scotia)
Contract length: 6-month contract
Schedule: 37.5 hrs/week
Pay: $15 to $17 CAD/hr

Client Service Representative Job Overview:
The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer inquiries related to our client's products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer inquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution.

Client Service Representative Job Responsibilities:

• Contact patients via the phone to check in on their therapy status, collect adherence information, and order therapy supplies.
• Handle inbound customer orders for medical supplies, answer questions and receive comments on products and services.
• Assist patients with any issues, and escalating appropriately when issues need to be addressed by the local provider.
• Follow up with a sense of urgency on client and patient emails and system generated alerts.
• Maintain client account records, track deadlines, and manage tasks in web based tools.
• Foster strong customer relationships.
• Multi-task, prioritize and organize all calls and emails sent to you and assigned to you.
• Document all technical inquiries and customer-reported problems in the ticketing system, including the nature of the support inquiry and the resolution recommended; provide monthly metrics to management team.
• Adhere to company policies and procedures regarding customer service, and problem escalation
• Adherence to a pre-defined schedule (Workforce Management).
• Let’s talk about Qualifications and Experience:
• Minimum 2 years of experience in a customer support environment.
• Must have strong organizational skills that demonstrate the ability to prioritize upon short notice while maintaining accuracy
• You will be an enthusiastic self-starter who can think outside the box and possess the mental agility to make an impact within your role quickly.
• You will be able to demonstrate grit, initiative, have the ability to learn fast and to work effectively within the team environment.
• You will have solid business acumen and be able to easily manage the detail, as well as drive a “big picture” perspective.
• You will have the ability to work autonomously, flexibly and focus on delivering results to ensure success in the role.
• Knowledge of customer support best practices.
• Experience with and genuine dedication to customer care/support.
• Excellent written and verbal communication skills.
• Ability to work a flexible shift schedule that could fall between the hours of 10:00am and 9:00pm, and include Saturdays.
• Detail oriented with excellent analytical and problem-solving skills, including the ability to deal with situations where information is difficult to obtain, complex or ambiguous.
• Ability to work effectively with minimal supervision.
• Strong interpersonal skills; collaborative team player with a positive, can-do approach.
• Proficiency with Microsoft Office Suite (Outlook, Word, and Excel).
• Proficiency with Web Browsers (Explorer, Firefox, Chrome, and Safari).
• Ability to manage daily tasks, and activities to ensure all patients are contacted on schedule.

• University degree or College diploma in a relevant discipline would be considered an asset.
• Sleep, Oxygen, Nebulizer, or Diabetic therapy experience would be considered an asset.
• Registered/Certified Respiratory Therapist would be considered an asset.