Life. We don’t want you to miss it.™
Associate, Resuscitation Support Centre – 12-month contract
Location
Canada
Posted
13 hours ago
Salary
$45K - $50K / year
Seniority
Mid Level
Job Description
Associate, Resuscitation Support Centre – 12-month contract
Heart & Stroke
• Serve as first point of contact across students, instructors, and PAs; triage and resolve inquiries in a timely manner, with professionalism and empathy • Maintain comprehensive knowledge of courses, certifications, prerequisites, and policies; disseminate accurate, up-to-date information. • Apply simple policy requirements; recognize boundaries and escalate beyond scope. • Utilize Copilot/AI to tailor email responses and ensure professional tone. • Process name/email changes, account access, duplicate account merges, certificate lookups, materials. • Process invoice and payment corrections, Moneris investigations, accounts/roster errors; PA account creation and management. • Validate and process account correction requests to maintain data integrity. • Provide complex technical support to assist with user access of the portal and online courses on situations that are escalated from Tier 1 associates. • Ensure data integrity by conducting audits of course records and instructor/PA activities; verify adherence to standards and protocols and escalate when appropriate. • Identify potential issues proactively; and escalate for implementation of preventive measures with clear documentation.
Job Requirements
- Diploma or certificate from post-secondary institution in a related field (e.g. Healthcare, Medical Terminology, or Administration)
- 2-3 years’ experience in a customer service, call center and/or administrative role, handling high volume calls in a fast paced environment
- French/English bilingual is an asset
- CRM/LMS knowledge (Salesforce, Docebo) and mid-level troubleshooting.
- Strong critical thinking and conflict resolution skills
- Professional communication skills (written and verbal) with demonstrated ability to handle difficult customer interactions
- Organized, detail oriented; able to prioritize in a fast-paced environment.
- Ability to follow call scripts while maintaining a natural conversation
- Sound judgment to know when to escalate issues or make customer accommodations
- Data entry accuracy and attention to detail
- Openness to coaching, feedback, and continuous improvement
- Reliability, punctuality, and strong work ethic.
Benefits
- paid wellness days and personal days
- health, medical, dental and vision benefits
- flexible hybrid working arrangements
- support with reimbursement for mobile phones and home office set up
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