Bilingual Customer Service Representative

Job description

Company Overview:

Abba Medix Corp (Abba) is a Licensed Producer in Pickering, Ontario. Abba focuses on distributing a wide variety of premium quality, medical grade cannabis products for medical clients seeking safe solutions for their common to complex health and wellness needs.

Abba has an opening for a Bilingual Customer Care Representative. This is a great opportunity for a CCR to use their experience in the cannabis industry and contribute as part of a profitable growing group of companies.

POSITION DESCRIPTION: The Bilingual Customer Care Representative is responsible for responding to patient inquiries in a timely manner. Duties will include, answering Inbound patient inquiries via email and telephone, placing outbound calls to patients, clinics and Blue Cross and entering regular patient data into Ample Organics.

Only candidates selected for an interview will be contacted.

MAJOR AREAS OF RESPONSIBILITY:

• Answer inbound calls.
• Place outbound calls.
• Handle patient requests and concerns.
• Respond to incoming emails within 24 hours.
• Responsible for updating patients accounts.
• Respond to patients through social media messages and email.

SPECIFIC RESPONSIBILITIES OF THE JOB:

• Responsible for taking incoming calls.
• Responsible for making outbound calls to patients, Blue Cross and Clinics.
• Responsible for entering patient data into Ample Organics.
• Responsible for submitting all new and existing Veterans through to Blue Cross.
• Responsible for responding to all incoming emails within 24 hours.
• Responsible for determining PAP eligibility of our patients through documents such as, NOA and Disability forms.
• Respond to patients through social media messages and email.
• Perform other related duties that are assigned

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Demonstrated ability to work effectively with others in a fast-paced patient focused environment
• Demonstrated ability to multi-task and show flexibility towards constantly varying demands and time-sensitive issues. Multi-task includes reviewing data and entering data into a system while maintaining a professional client conversation, as well as handling different elements of the client lifecycle.
• Excellent time management and ability to provide accurate information/responses to patients and clinics.
• Ability to use a high degree of tact, diplomacy and discretion in working with others
• Must demonstrate a passion for helping clients / patients with high degree of empathy
• Ability to type a minimum of 50 wpm
• Ability to follow detailed instructions
• Proficient in both English and French (as spoken and written in Quebec)
• Completion of administrative or medical administrative course an asset.

EDUCATION AND EXPERIENCE:

• Post-secondary diploma or equivalent work experience
• A minimum of 2 years in a Call Center role
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint
• Fluent in French and English, both verbal and written. Very strong preference for individuals who lived in Quebec in terms of language and accent used to support Quebec patients.

CONCLUSION:

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job; however, this is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position

Job Types: Permanent, Full-time

Salary: $41,600.00-$43,680.00 per year

Benefits:

• Extended health care
• Paid time off

Schedule:

• 8 hour shift
• Day shift

Education:

• Secondary School (preferred)

Experience:

• Call center: 2 years (required)
• customer service: 2 years (preferred)

Language:

• English/French imperative (required)

Work Location: Remote

COVID-19 considerations:

Abba follows strict PPE usage and sanitization as part of normal operations. We will follow provincial guidelines as it relates to the health and safety of our staff.

Job Type: Full-time

Pay: $41,600.00-$43,080.00 per year

Benefits:

• Paid time off
• Work from home

Education:

• Secondary School (preferred)

Experience:

• Customer service: 2 years (required)
• Call center: 1 year (required)

Language:

• French (required)

Work Location: Remote

Expected start date: 2024-06-03