Overview
Remote Client Services Analyst Jobs in Toronto – Ontario at QHR Technologies Inc
Title: Remote Client Services Analyst
Company: QHR Technologies Inc
Location: Toronto – Ontario
Category: IT/Tech
The successful candidate will be responsible for providing remote application support to our clients via email and phone support. The CSA will also appropriately route general questions or concerns about sales opportunities, software licensing and user management. The position offers highly motivated self-starters, an opportunity to join a successful,
dynamic
company.
Essential Functions:
Actively participate in achieving departmental service levels and corporate goals by way of being a positively contributing Client Services Team member and demonstrating our CORE values (Care, Ownership,
Respect
and Excellence). This may include direction or assignment of work under the Client Services Department scope of work tasks. This could be from various channels including but not limited to calls, faxes, emails, voice mails, chat, social media or cases of any and all skill set as required to achieve both Service Level targets and
Client Satisfaction
.
Review outstanding cases to ensure that Service Level Agreement (SLA) requirements are met. Take ownership of calls and case volumes in Client Services queues to monitor for trends and suggest solutions. Clarify customer’s concerns or issues and take appropriate action to respond to cases in Salesforce CRM prior to escalation to the Central Desk Coordinators, Team Leads or another department as necessary.
Provide shadowing / training both internally to new staff and externally to customers. Actively participate in the scheduled rotation of the After-Hours Client Services phone to ensure that Service Level Agreements are being met. Provide support services for acquisition products and communicate with external contractors as and when required. Demonstrate Case Close rate > or = average of within acceptable variance of CSA’s with similar skill sets.
Achieve 85% or greater quality scores on spot checks (Matrix TBD). Reliable attendance:
Defined as– schedule adherence to start and end times, lunch and breaks with professional
communication
regarding matters of attendance. Be accountable for any assignment of work given by the Client Services Central Desk Coordinators or Client Services
Leadership
team. Additional duties and expectations:
Promote QHR’s “Blue Culture” framework to foster a
collaborative
, positive and efficient workplace, Contribute to the organization’s positive image both internally and externally, Perform other duties consistent with the position, as reasonably directed by your manager.
Core Competencies:
Utilize documented escalation processes such as Central Desk Coordinators when needing assistance and or guidance regarding knowledge, client escalations and workflow direction. Provide peer mentoring to team members by adhering to departmental workflow and new technologies. Provide mentoring for internal employee conflicts. Make others comfortable, build rapport, and elevate the conversation to focus on the bigger picture. Exercise good social judgment.
Awareness of emotional patterns and triggers and ability to manage those emotions. Demonstrate ability to put personal conflicts aside and perform job duties as required. Maintain professional image at work both physically and with the written word. Integrity – Maintain steady performance and anchor decisions in a consistent set of values. Escalate any major departmental issues to Central…
