Client Care Coordinator Overnight

Position Overview

The Client Care Coordinator (overnight), under the direction of the Manager and the Supervisor of Client Care, is primarily responsible for organizing, coordinating, and communicating the needs of our clients in a courteous and efficient manner. The successful candidate will work in a team environment, interfacing with a number of internal and external partners to ensure that client needs are met.  The Client Care Coordinator (overnight) is responsible for supporting the customer base by resolving questions and concerns and handling customer inquiries and complaints which are escalated from other departments.  This role will also attempt to calm irate customers by explaining the situation while attempting to resolve the issue to the best of their abilities.  Larga Baffin is a 24/7 facility, shifts may vary based on operational requirements. (days, evenings, weekends, overnights and holidays).

Key Responsibilities

Client Service

• Greet and ensure a welcoming environment for clients, visitors and service providers.
• Answer multiple incoming calls in a professional and courteous manner; always willing to show the ability to assist and problem solve.
• Handle customer complaints as they arise, escalating to the appropriate individual as deemed necessary.
• Always maintain professionalism, tact, diplomacy and sensitivity to portray the company in a positive manner.
• Act as the primary contact for client services (coordinating with clients, external vendors, and partners and with Larga Baffin’s Referral and Transportation departments)
• Continuously enhance our client’s quality of care.
• Communicate and liaise with various Larga Baffin departments and outside service providers to help manage our clients' needs (OHSNI, Hospitals, Medigas, OMS, etc.).
• Maintain a safe, secure and healthy environment for our clients and co-workers by following Larga Baffin’s safety standards and protocols.
• Maintain a clean and organized front desk and lobby area.
• Maintain and clean all guest common areas if scheduled for an overnight shift.

Administration

• Maintain up-to-date client records and status.
• Maintain client registration procedures (check-in, check-out, hospital admissions, etc.) to track guests. 
• Manage and maintain corporate documents.
• Answering a multi-line phone system
• General clerical duties (photocopying, faxing, mailing, sorting, basic typing)
• Other administrative tasks may be assigned from time to time.

Minimum Job Requirements

• 2-3 years of customer service experience in a similar role
• High school diploma (or equivalent)
• Previous experience working with a variety of people and adapting to changing situations.
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions and resolutions required.
• Ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
• Excellent interpersonal and communication skills
• First Aid/CPR/AED certified (or a willingness to learn)
• Workplace Hazardous Materials Information System (WHMIS) trained (or willing to learn)
• Bilingualism (Inuktitut and English) is a strong asset.

Knowledge and Skills

• Demonstrated ability and aptitude for problem-solving.
• Works well under pressure in a high-energy workplace.
• Ability to make accurate observations, exercise independent judgement, and calmly take action in a variety of situations – including emergencies.
• Ability to operate in an environment that handles sensitive and personal information.
• A detail-orientated person with an ability to organize and prioritize tasks.
• Ability to prioritize and manage conflicting demands.
• Demonstrated time management skills.
• High flexibility with strong interpersonal skills that allow one to work effectively in a diverse environment.
• Ability to adapt to new technology.
• Thorough and reliable record-keeping skills.
• Knowledge of modern office practices, procedures, and equipment
• Demonstrates professional telephone etiquette.
• Ability to work without direct supervision.
• Ability to adapt to a variety of people with a winning attitude and dedication to ensuring customer satisfaction.
• Ability to effectively communicate both verbally and in writing.

Preferred Qualifications

• Beneficiary status with the ability to speak Inuktitut.

Work conditions

• Operation of desktop computer and peripherals
• Interaction with customers/clients and the public at large
• Flexible hours, including nights, weekends, and holidays.
• Occasional overtime