Senior Customer Care Associate- REMOTE

In this role, you have the opportunity to support and resolve our customers’ escalated issues. The Senior Customer Care Associate will assess the needs of the customer and handle end-to-end escalated customer complaints that remain unresolved after the initial call. 

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You are responsible for:

• Receive and manage customer complaints via various communication channels (i.e., phone, email)
• Ensure the highest level of customer service and facilitate all actions including researching escalations (listen to calls, review notes on internal CRM systems) and following up to resolve complaints in a timely manner.
• Liaise with relevant departments or individuals to gather additional information and determine the cause of the complaint.
• Provide appropriate solutions or resolutions to the customer and ensure that they are informed of the outcome of the investigation.
• Document all information related to the complaint in a comprehensive and accurate manner.
• Monitor and analyze complaint trends and provide feedback as necessary to the customer experience leadership team.
• Use Internal recording system (i.e., CXOne, Nice Uptivity)
• Meet and exceed your individual and team metrics; Escalation resolution 90% success rate. 
• Meet the daily transaction time, escalation turnaround time, answer rate, and response time.

You are a part of:

You are joining a professional, dedicated and passionate team who are Working Together for a Better Tomorrow. We are at the forefront of the Healthcare industry by providing the ability to diagnose confidently, improve care, and increase the quality of life for Subscribers across North America.

To succeed in this role, you should have the following skills and experience:

• High School Diploma  
• Bilingualism is a definite asset (French/English)
• 2 years+ experience working in a customer service or selling environment (in the health care field an asset)
• Windows 2000 Platform, E-mail, Microsoft Office, Qwerty keyboard knowledge
• Decision Quality – ability to make good decisions based upon mixture of analysis, wisdom, experience, & judgement
• Problem Solving – ability to probe all fruitful sources for answer; looking beyond the obvious and not stopping at the first answer
• Drive for Results
• Interpersonal Savvy - building appropriate rapport; ability to use tact & diplomacy; ability to defuse high-tension situations comfortably
• Customer Focus - dedication to meet expectations and requirements of internal & external customers; acting with customers in mind
• Composure – ability to handle stress
• Listening - ability to practice attentive and active listening; having patience to hear people out
• Excellent communication skills - both written and verbal to communicate effectively with callers, subscribers, programs, and staff
• Good negotiation abilities and selling skills
• Solid organizational skills, ability to manage multiple priorities

Accommodations are available on request for candidates taking part in all aspects of the selection process. If selected to participate in the recruitment process, please inform Human Resources (HRSupport@medicalalert.com) of any accommodation(s) that you may require to any materials or processes used to ensure your equal participation.