Overnight Emergency Care & Support Representative
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Job Description
Emergency Care & Support Representative ensuring student safety and support in homestay program. Addressing emergencies and providing operational support in a remote role.
Responsibilities:
- Act as the first point of contact for all calls and situations that arise after hours, often dealing with critical situations that require a quick response or de-escalation.
- Manage emergencies that involve students that may arise, including documenting events and corresponding with applicable colleagues to engage a second opinion or request support.
- Determine nature and extent of emergency and escalate crisis situations in a prompt and caring manner, providing additional support when needed.
- Complete data-entry and maintain files as it relates to client, host, or student information.
- Review and process student applications to ensure that they are complete and accurate for designated or assigned regions.
- Provide ongoing operational support through tasks such as data entry, uploading documents to the database, custodianship documentation, limo bookings, survey implementation and/or analysis and reservation management.
- Match prospective or current students with hosts for new placements, respites, and relocations.
Requirements:
- Post-Secondary Certificate or Diploma in a relevant discipline, preferred.
- 1+ years of Customer Service experience.
- Some experience working with international students and a variety of cultures.
- Innate ability to work independently and autonomously in a virtual office environment.
- Exceptional Customer Service skills with the ability to show empathy to callers.
- Positive interpersonal skills and highly effective at de-escalating challenging customer interactions from a remote environment.
- Ability to work in a team, and to maintain and develop relationships with colleagues.
- Excellent Word, Excel, Email, and Database skills.
- Strong verbal and written English communication.
- French is also mandatory for positions assigned to Quebec and parts of Ontario. Bilingual candidates are preferred.
- Strong problem solving and organizational skills, including a precise attention to detail.
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