Bilingual Client Service Representative

• Position Description
•

• Bilingual Client Service Representative
• Location
• CAN - Flexible
• Requisition Code
• 9706
• Salary Band
• $30,556 - $44,561
• Title:
• Client Service Representative

• Location:
• Remote Across Canada

• Type of contract:
• Casual

• Salary band:
• $30,556 - $44,561

The Canadian Red Cross (CRC), an iconic brand and one of the most inspirational not-for-profit organizations on this planet, is seeking a
• Client Service Representative
• to join its team.

At the Canadian Red Cross, we help people and communities in Canada and around the world in times of need and support them in strengthening their resilience. We are committed to having an accessible, diverse, and inclusive work environment where people with all abilities, ethnicities, gender identities and expressions, nationalities, religions, and sexual orientations can reach their full potential. All qualified persons, particularly Indigenous peoples, persons with disabilities, ethnic minorities, visible minorities, women, veterans, and others who share our values and contribute to fostering an inclusive and diverse workplace are encouraged to apply.

As a Client Service Representative you will work in collaboration with the Team Lead, Shared Services, a nd will act as part of the first line of support for current and prospective CRC personnel (volunteers and employees) in order to assist with a wide variety of client inquiries and requests actively triaging, resolving, and/or escalating each item as defined by service level agreements. Specific duties and responsibilities in this job description will require adaptation as lessons are learned and priorities change. All members of the People Services (PS) team are expected to demonstrate flexibility, adaptability and change leadership to support the success of the PS team and the Canadian Red Cross as a whole.

• As a Client Services Representative you will:
•

• Provides first-line customer service for general inquiries from volunteers and employees by responding to telephone calls and assisting to resolve a wide variety of client inquiries and requests actively triaging, resolving, and/or escalating each item as defined by service level agreements while following proper protocols outlined by Shared Services

• Promotes the use of self-serve options and provides information on established People Services processes and policies to clients

• Resolves routine problems/complaints using informed judgement, in accordance with organizational guidelines/procedures

• Prepares appropriate documentation required to complete or escalate the information obtained during phone calls

• Compiles, verifies, and enters/makes changes to volunteer and employee data in systems of record with the goal of maintaining data integrity

• Receives and tracks all required documentation/information in order to provide up to date information to inquiries

• Triages Shared Services and Shared Services Response inboxes and categorizes emails

• Adds appropriate workflows to trackers in SmartSheets

• Identifies gaps in processes and procedures and promotes learning of new systems, processes and procedures

• Integrates volunteer and human resources within the scope of responsibilities, as required

• What we are looking for:
•

• Minimum qualifications for this job are a secondary school diploma, and one year of related work-experience or an equivalent combination of education and experience

• Strong written and verbal communication skills, both in English and French, are mandatory

• Experience in working in a team environment, specifically a virtual team

• Excellent computer skills, including experience working with databases, including but not limited to Raisers Edge, Taleo, Smartsheet and Microsoft AX

• Experience working in a Contact Centre environment would be an asset

• Demonstrated ability to adapt & resolve problems with limited resources in a fast-paced environment

• Demonstrated ability to multi-task to meet all challenges and demands based on relative importance and urgency

• A satisfactory Criminal Record Check and Standard First Aid & CPR certification are required

• Strong attention to detail

• Working conditions:
•

• You will be performing your job in an office environment as part of a virtual team- during office closures due to COVID-19 work will be performed remotely

• Meetings and supervision will be a combination of telephone or other electronic means

• Working hours will be scheduled in shifts - maximum 7 hour shifts, 7 days a week, 365 days of the year, between the hours of 7:00 am EST to 7:00 pm EST (some weekend and holiday shifts will be required), scheduled hours will be dependant on availability and organizational requirements. Shift will not be longer then 7 hours and weekly hours will not exceed 35 hours per week. There is no guarantee of full time hours

• Full vaccination against COVID-19 is mandatory for this position and operation (the CRC will however adhere to its duty to accommodate those who are unable to be fully vaccinated for a reason related to a human right protected ground)

The Canadian Red Cross is an organization guided by our fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity and universality . We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible . All information received in relation to accommodation requests will be kept confidential.

Share