Bilingual Customer Care Coordinator
Inizio Engage
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Triage incoming customer phone calls efficiently, with a high degree of professionalism and excellent customer service.
- Triage and respond to electronic inquiries efficiently and in accordance with client guidelines.
- Maintain excellent quality standards across all client programs; adhere to program scripts and guidelines.
- Accurately collect required information for various programs and enter it correctly into program-specific databases.
- Thoroughly and accurately document and/or triage all electronic and telephone inquiries.
- Handle or triage adverse events and product quality complaints in accordance with Inizio, client, and regulatory guidelines.
- Demonstrate strong communication skills and effective telephone and remote management.
- Converse with callers empathetically and help them understand terminology when necessary.
- Use effective organizational and time-management skills to manage customer interactions.
- Navigate multiple databases simultaneously and efficiently.
- Comply with all company policies and standard operating procedures.
- Be flexible within the department to maximize resource utilization, including performing administrative and non-telephony tasks as needed.
- Protect patient privacy and confidentiality by following the privacy and security requirements of HIPAA (Health Insurance Portability and Accountability Act).
Requirements
- Bachelor's degree or equivalent professional experience
- Fully bilingual in English and French (spoken and written)
- Experience in a fast-paced customer service role highly preferred
- Excellent verbal, written, and listening communication skills
- Pleasant telephone demeanor
- Experience in a high-volume call center highly preferred
- Solution-oriented with strong time-management and organizational skills
- Strong technical skills, excellent computer literacy, ability to navigate multiple database systems and learn new software applications
- Ability to work effectively independently and as part of a team
- Flexibility and adaptability to meet organizational and scheduling needs; 8-hour shifts (including breaks) may vary between 8:00 AM and 8:00 PM Eastern Time
Benefits
- Health benefits from day one of employment
- Longevity/tenure bonuses
- Quarterly Star Award
- Annual Inizio Circle of Excellence awards
- Referral bonus
- Online training course library
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicedatabase managementdata entryadverse event handlingproduct quality complaint handlingHIPAA compliancebilingual communicationcall center experiencesolution-orientedcomputer literacy
Soft skills
communication skillsorganizational skillstime-management skillsempathyflexibilityadaptabilityteamworkindependencepleasant demeanorprofessionalism
Certifications
Bachelor's degree