Customer Service Representative

What is the Opportunity?
The Customer Service Representative (CSR) with the RCM Certificate Program will work both independently and in collaboration with team members and internal departments to appropriately manage customer expectations with diplomacy and tact providing a superior customer service experience. The CSR team is responsible for the organization’s front-line interactions with customers for a number of departments, primarily the Certificate Program (Examinations); but also for Teacher Certification, Digital Learning, the online Bookstore, and the Smart Start international programs.

Service hours are 9:00 a.m. - 9:00 p.m. ET Monday through Friday, and 9:00 a.m. - 5:00 p.m. ET on Saturdays, and customer service is offered in English (spoken/written), French (spoken/written), Mandarin (spoken), and Cantonese (spoken). We are currently seeking candidates who have flexible availability for shifts, and who are proficient in Mandarin, Cantonese and/or French, in addition to English.

Main Duties & Responsibilities
Handle inbound telephone inquiries/concerns.

Respond to e-mailed/mailed inquiries/concerns.

Respond to live chat inquiries/concerns.

Maintain communications logs of customer inquiries.

Open, process, or complete tickets for customer inquiries from all channels above and update customers as needed.

Process assigned administrative tasks within tight deadlines.

Send customer notifications (email/phone) for identified Certificate Program registration/exam issues as required.

Work in compliance with the provisions of The Occupational Health & Safety Act and its regulations and complies with the organization’ Health & Safety Policy.

Perform other duties as required.

Job Requirements
What We're Looking For
Well-developed interpersonal skills with a customer-driven approach to answering questions and resolving concerns with diplomacy and tact.

Well-honed communication skills in English, written and verbal.

Ability to speak and provide service in Mandarin/Cantonese and/or French is desired.

Attention to detail, ability to learn quickly, multi-task, and make sound judgments in a fast-paced working environment.

Comfortable learning/working with new software and Microsoft Office Suite.

Knowledge of RCM Certificate Program is an asset.

Hourly Rate
$20.09 per hour

Additional Information
Currently seeking candidates with flexibility for shifts during service hours 9:00 a.m. - 9:00 p.m. ET Monday through Friday, and 9:00 a.m. - 5:00 p.m. ET on Saturdays.

Working with confidential data and matters.

Requires sitting for long periods, looking at a computer monitor, extensive keyboard use, and use of a telephone headset.

This opportunity is for a current vacancy.

AI Disclosure: AI is not being used to screen, assess, or select applicants.