Overnight Emergency Care & Support Representative

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Engaged HR Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

👥 HR Tech

🤝 Non-profit

HR Tech • Consulting • Non-profit

Engaged HR Inc. is a human resources consulting company based in Victoria, BC that offers tailored solutions to organizations of all sizes across Canada. They provide a variety of HR services including recruitment, learning and development, and talent management. Engaged HR focuses on transforming workplace cultures by harnessing innovation and technology while promoting employee well-being, collaboration, and efficiency. They are known for their customized approach that reflects the unique culture, goals, and needs of each organization. Additionally, Engaged HR offers pro bono HR services to non-profit organizations through their Engaged for Good program and hosts dynamic events like DisruptHR to foster community and innovation within the HR sector.

📋 Description

• 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.