Our purpose is Making Lives Better through Happier Aging. We help seniors stay in their homes for as long as they choose, and our real talent is caring and connecting to seniors’ hearts. We are not just another home care company fulfilling daily tasks, we are a company that admires people and seeks to make a difference in everything we do. By working at Nurse Next Door, you will be part of a growing company that is helping seniors do what they love again.

As a Customer Service Representative, referred to internally as Care Services Scheduling Specialist, you will answer inbound calls for Caregivers and Clients, scheduling Client visits with Caregivers.

For more information, visit https://www.nursenextdoor.com/ or watch our Culture video: https://www.youtube.com/watch?v=flxoFnKqZsQ

As a Nurse Next Door team member you will receive:

• Flexible Benefits plans to meet your needs.
• Personal and Health Spending Accounts to support your pursuit for wellness
• Competitive base salary
• Profit-sharing bonus plan
• Employee recognition and fun!
• Must be available full-time in the evenings and weekends

What You Will Lead:

• Deliver WOW customer service experience in every interaction with Clients, Caregivers and Franchise teams to exceed customer service standards while surpassing call hold times
• Utilize the Alayacare platform for scheduling, follow workflows, follow one Best Way processes, and establish communication channels to promote efficiency and drive accurate data for business insights
• Deliver Peace of Mind by ensuring that all Caregivers clock in for their visits and escalate no-show situations with a sense of urgency, conducting investigations as required within 22 minutes of the visit start time
• Schedule and book Client visits using the scheduling platform at least 14 days out, find the Perfect Match Caregiver for each Client and complete documentation as required
• Respond to Caregiver questions regarding schedules and visit offers
• Update Client and Client Contacts on any changes to service, keeping accurate and detailed documentation in our system
• Resolve Franchise Partner issues with One Best Way and operational excellence in mind
• Be an active team member and contribute to process improvement initiatives that make Care Services a high performing team
• Provide fast and easy access to Clients and Caregivers by answering a high volume of inbound calls in 30 seconds or less

What you will bring to Nurse Next Door:

• A minimum of 2 years of experience in a Customer Service role
• Strong organizational skills with a proven ability to manage many ongoing tasks
• Excellent verbal and written communication skills
• A professional and friendly attitude to quickly develop rapport with clients over the phone
• Availability evenings and weekends

Job Type: Full-time

Salary: From $21.00 per hour

Benefits:

• Dental care
• Paid time off

Schedule:

• Evening shift
• Night shift

Ability to commute/relocate:

• Vancouver, BC: reliably commute or plan to relocate before starting work (preferred)

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)

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