Associate, Resuscitation Support Centre – 12-month contract
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Job Description
Customer support role at Heart & Stroke providing national-level technical assistance for resuscitation education programs. Triage inquiries and manage accounts while ensuring data integrity in a remote setting.
Responsibilities:
- 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.
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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