Engaged HR Inc.

Customer Support

• Deliver meaningful and effective client care through acknowledgement, authenticity, and understanding unique needs
• Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with our clients and colleagues
• Take ownership and follow-up (TOFU) – take ownership over the customer experience and provide thorough follow-up, collaborating with team members when necessary
• Communicate and develop effective working relationships with colleagues, clients, students, agents, and hosts following CHN policies and protocols for methods, timing, and documentation of all such communications and transactions
• Engage with colleagues, host families, and students in order to monitor, manage, and bring closure to homestay inquiries and customer requests
• Escalate crisis situations in a prompt and caring manner to the Care & Support Lead, Local Relationship Manager, Regional Director, and/or third-party mental health services
• Collaborate with colleagues for second opinion and support in an organizational culture that encourages and depends on teamwork for positive outcomes

Care & Support Representative – Temporary Role

Client Services Representative

• Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with all partners and customers
• Invest in developing effective working relationships with clients, and agents, and work collaboratively with the National Operations Lead to address complex or sensitive partner issues
• Provide direct supervision, mentorship, and performance oversight for Relationship Managers
• Conduct regular check-ins and 1:1s to monitor individual performance, offer coaching, and support professional development
• Proactively address employee engagement concerns, escalating to the National Operations Lead where appropriate
• Document all relevant aspects of decisions, communications, and interactions in a timely way
• Maintain data integrity in all of our organization databases
• Participating in various departmental meeting
• Travel from time to time.

Care & Support Representative – Temporary Role

Program Lead – Client Services, Team Leadership