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Client Care Representative

LifeWorks

This is a Contract position in Toronto, ON posted November 13, 2022.

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.  The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

LifeWorks is dedicated to assisting our employees reach their professional goals through internal promotion and transfer opportunities.

Our Care Access Centres are the home base of our operations – where it all happens! Our Client Care Representatives are first responders to client requests received over phone and chat. Taking care of clients involves having conversations and carrying out assessments to determine suitability for short-term counselling referrals and delivering practical support on a wide range of situations. Joining our LifeWorks family will provide you with fantastic work experience, not to mention great connections and friends along the way! We value continuous learning, and personal and professional growth for our employees. As a new employee you’ll get paid to learn more about our fantastic services and our approach to client conversations, through a combination of online courses and live instructor-led sessions.

Job Description
About you – Characteristics of a Client Care Representative:

  • Passionate about helping others, able to provide empathy when necessary

  • Excellent customer service skills with strong written and verbal communication skills

  • Ability to cope with a high volume of incoming calls and chats

  • Works well under pressure

  • Enjoys working towards targets around call volumes and call quality

  • Empathetic and able to support clients who may be in distress and the ability to triage crisis situations to our clinical team

  • Strong IT skills.  Experience in working with case management systems is advantageous

  • The need to work for a successful organization that cares about your growth and promotes from within

  • Ability to cope well and embrace change.

What you’ll need to succeed:

  • A bachelor’s degree, college diploma or equivalent post-secondary education in a subject such as Psychology strongly preferred (or similar work experience)

  • The flexibility to work varying shifts which will include evenings and weekends.

  • Previous experience in dealing with distressed or vulnerable clients is an asset.

  • Previous experience in working in a service centre / call centre environment.

  • Verbal and written skills in English

  • Ability to speak French, Mandarin, Cantonese, Korean, Arabic, or Spanish is an asset

What we can offer – Besides being part of the largest and most successful global EAP organization:

  • This is a remote role with opportunities to work from one of our offices if preferred.

  • You will join a robust training program to prepare you for the role.

  • Opportunities to increase your earnings through performance based incentive programs

  • An environment that values employee engagement, innovation and client service excellence

  • You will receive a permanent position with a competitive benefits package

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to talentacquisitiononboarding@lifeworks.com

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to talentacquisitiononboarding@lifeworks.com.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first.  Our priority is to optimize the health and productivity of our people.  In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees.  Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions.  We are excited to connect with you virtually, and look forward to receiving your application.

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to talentacquisitiononboarding@lifeworks.com

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first.  Our priority is to optimize the health and productivity of our people.  In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees.  Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions.  We are excited to connect with you virtually, and look forward to receiving your application.