Heart & Stroke logo
Heart & Stroke

Life. We don’t want you to miss it.™

Associate, Resuscitation Support Centre – 12-month contract

GeneralGeneralContractRemoteMid LevelTeam 501-1,000Since 1963H1B No SponsorCompany SiteLinkedIn

Location

Canada

Posted

13 hours ago

Salary

$45K - $50K / year

Seniority

Mid Level

Associate Degree2 yrs expEnglishFrench

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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