Client Service Representative

Vendor Briefing
Client Services Representative
Hiring Overview
The team is actively hiring and requesting additional qualified profiles for the Client
Services Representative position.

2 Backfill Positions approximately 6-month contracts

5 Pilot Project Positions temporary contracts, initially planned through the end of
the year

Location & Work Arrangement

Remote 100% remote

Candidates can be located anywhere in Canada .

Candidates from all Canadian time zones may be considered.

There is an office in Halifax for candidates who may prefer working onsite, but
onsite work is not required.

Schedule

Monday Friday : 7.5 working hours + paid 30-minute lunch = 8 hours .

Multiple shifts may be introduced based on business volume, including potentially earlier and later coverage.

Additional shift details are expected following the team's capacity-planning discussion.

Vendor Note: Please continue to identify candidates who have flexibility with their
working hours, including candidates who may prefer early morning or later shifts.

Role Overview

The position will support customers and prospective customers within the sleep apnea /
CPAP device space.

The work will involve a blend of inbound and outbound activities, including: Supporting existing ResMed device users ,Providing patient support.

Supporting individuals exploring CPAP therapy who have not yet proceeded with the
next steps

Handling customer interactions related to patient care and support

Candidate Profile Key Requirements ( Preferred / Strong Assets)

Previous remote work experience.

Previous call center / customer service experience ..

Strong communication and customer service capabilities and good computer skills.

Additional technical capability beyond basic computer skills is considered an asset, but is not mandatory.

Vendor Sourcing Focus

Strong customer service and communication skills .

Call center or remote customer support experience .

Comfort working independently in a remote environment ,Technical/computer proficiency .

Flexibility with potential shift requirements

Compensation : Pay Rate: CAD BR/hour

Start Date & Urgency
This is an urgent requirement.
The team would like candidates to start as soon as possible. The pilot project is expected
to launch at the beginning of October, and the team needs sufficient time to have the
required backfills trained before launch.

Step 1: HireVue screening

Step 2: 30-minute remote interview with Diane + possible team lead.

Resume + HireVue reviewed together

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution.

• The primary objective of Customer Service specialization within Customer Support Job Family is to communicate with customer's daily either before and/or after a sale, via telephone, email, chat or through other social media platforms, checking in on their therapy status, adherence information and/or to order therapy equipment or supplies.

• Key responsibilities include: handle customer orders for medical supplies and equipment, create and/or maintain client account records, track deadlines and manage tasks in web based tools, support members of cross functional teams and developing and maintaining positive customer relations which can substantially affect service and/or product revenue(s), collaborate with various departments to meet service sales goals, document all technical and customer-reported problems in ticketing/note system with the nature of support inquiry and resolutions recommended, provide metrics to the management team as required.

• Support roles consist of work in a:

  (1) clerical, administrative or specialized support tasks in an office or field setting
  (2) specialized technical tasks or skilled craft work
  (3) unskilled or semi-skilled operational tasks

• Has completed vocational training or obtained equivalent experience.

• Interacts internally to exchange information.

• Has limited discretion to vary from established procedures.
  
  
  

Let's talk about Qualifications and Experience

• Minimum of 1 years of related experience.

• Has broad knowledge of routines and procedures to handle day to day situations.

• Will generally only require instructions on new assignments.