[Remote] Client Care Specialist (Pacific Time Zone)

Note: The job is a remote job and is open to candidates in USA. Credit Counselling Society is an accredited non-profit organization that offers support to clients who are encountering financial challenges. They are seeking a Client Care Specialist who will serve as the first point of contact for clients, providing empathetic support and connecting them with appropriate resources.

Responsibilities

• Be the first point of contact for clients who call in looking for help with their finances
• Use active listening skills to provide appropriate resources and supports for clients based on their specific situations
• Determine how to best help clients, easing their concerns and connecting them with a Credit Counsellor or other resources when necessary
• Reach out to clients who have requested contact to go through the intake process
• Fulfill administrative tasks to support clients during their relationship with CCS

Skills

• One to two years of customer service experience required; call centre experience preferred
• Availability to work variable shifts, typically scheduled between 8:30 am - 8:00 pm (Pacific Time), with occasional early morning availability required (i.e., 5:30 am)
• Saturday shifts rotate among the team, with an average of one per month
• Professional and empathetic manner, demonstrating active listening skills, and the ability to connect with clients and convey information accurately
• Excellent communication & interpersonal skills, demonstrating a genuine desire to work as part of a team and help people
• Positive, can-do attitude and a solution-focused approach, with the ability to adapt to change and work well under pressure
• Strong organizational abilities, including the ability to switch between tasks quickly and occasionally manage simultaneous conversations while ensuring attention to detail
• Fluency in French is an asset. (Candidates who can work with both French and English will qualify for a Bilingual Credit, valued at $800 annually and paid on a prorated bi-weekly basis.)

Benefits

• Three weeks vacation to start, plus 3 CCS days to use at your discretion and 6 Sick/Personal Days each year. These benefits will be prorated for your first year of employment.
• A comprehensive health and wellness benefits package, including Prescription Coverage, Extended Health and Dental Coverage, a Health Spending Account, and a Wellness Spending Account. These benefits will be prorated in your first year of employment.
• A long-term savings program with employer matching (up to 5% in the first 5 years of employment, with increases at 5th and 10th anniversaries).
• $1,000 annual bonus upon the organization achieving our Client Satisfaction goals.
• Educational reimbursements (up to $2,500/year).
• The opportunity to participate in our two-level employee development program and supplemental mentoring relationships to support those interested in furthering their professional growth.
• Celebration of personal and organizational milestones, including a paid day off when moving or getting married, as well as gifts for important events like having a child or celebrating a milestone service anniversary.
• Employee and family assistance program that offers counselling support as well as a wide variety of support resources.

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