Description

Must have:
• Excellent customer service skills, mostly inbound but also outound calls,natural and welcoming also firm telephone skills, this is a remote call centre environment, need to be able to type and talk and solid technology skills, wearing a headset, All staff must have excellent internet connection and 100% focus during their shifts, must have a quiet area, no exemptions and no accommodations
• Understand call volumes and meet the Region’s expectations, follow script and knowing how to de-escalate through training, and manage the call especially with irate people who want the vaccine appointment and they don’t qualify, does not matter what they read in the news but need to articulate it in a customer service oriented manner without offending. If you are taking too long on calls, please be cognisant of that and work to meet the standard they have set. Understand breach of privacy matters- training will be provided,
• Must be able to work 5 days a week in a 7 day operation- Hrs only a, you will receive 2 days off through the week but need to be flexible and work whatever shifts they assign, if you are open to working 6 days, let them know. It’s a 35 hour work week so working an extra day will bring you to 42 hour regular pay. If you are working stat holidays, you will be paid time and half.
• You are providing a service to schedule vaccinations, you cannot make exemptions. You are also representing the Region, it is important you don’t state opinions. Avoid slang, respectful approach, able to deescalate calls, will be provided training and script
• Excellent communication skills, key in understanding these are residents of YR, you are representing YR, so must have political acuity and empathy, compassion but clear in the directives in a positive manner. Professional courtesy is expected and if you are struggling with scenarios, ask for farther training. If a call is escalated, please ask for help.
• Emphasis on political acuity, going through the script, doesn’t matter if resident calling in is begging for an appointment, will not be able to make exceptions.
• Any time off needs to requested and approved. Priority is given to the full time staff, must be comfortable with this. ( keep in mind we need to keep an eye on to provide back up for Region of York staff holidays especially during the summer)
• 6 month or longer duration, commitment is key, if you are interviewing, do it on own time. Must give full two weeks notice for this project because of turnaround time to set up and configure computers

Outline for equipment pick up and start date: they are staggered

April 12 – provide 8 names, email address and phone numbers to get them set up, licenses and security, start date is April 19th
April 26- provide 8 names, email address and phone numbers to get them set up, licenses and security, start date is May 3
May 10 - provide 9 names, email address and phone numbers to get them set up, licenses and security, start date is May 18

On start date, will be expected to go to Region of York –17150 Yonge St (new building) to configure, log in, troubleshooting, ensuring they can get into the system, please clarify and ask questions, ensure that you know how to set this up at home.
Client will provide scheduled appointments for those dates.
Training will be through MS Teams for three days and should be up and running on the 5th day.

Requirements

Customer Service, Resolve Customer Service, Typing 45 - 60 WPM, Patient Scheduling