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    1 job found for Team lead in Etobicoke, Ontario

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      • Toronto, Ontario
      • Permanent
      • $50,000 per year
      Be part of a well established the company and enjoy a fast-paced team environment.As part of the Member Services team, you must have a professional approach with a collaborative and customer-centric attitude. You will have a passion for providing excellent member support via telephone, email and in-person. As the first point of contact for our client's members and industry professionals, you will remain up to date on their policies, processes, Programs and Services and educate members accurately with relevant and timely information. Responsibilities also include, but are not limited to, actively monitoring multiple phone queues and inboxes along with managing departmental administrative tasks. You must be a problem solver and detail-oriented professional, resourceful in your approach with the openness to learn new applications and processes.Advantages-Extended Health (incl. Prescription drugs, paramedical services, vision) & Dental & Life Insurance – from day 1-Health Spending Account ($400/yr) – from day 1-Defined Contribution Pension – at 3 months-LTD, STD, AD&D, EAP – at 6 months-15 days vacation annually, plus, 6 personal days annually-3 days work at the office / 2 days work remotelyResponsibilities• Act as the first and single point of contact for members and insurance industry professionals andsupport local chapters and other departments where possible in a dynamic contact centre• Respond knowledgeably to incoming inquiries and technical support via telephone, email and in-personrelated to but not limited to membership, course registration/offerings, programs, licensing, nationalexaminations and the insurance industry.• Able to develop a good rapport with members and stakeholders (external and internal), focusing onmembers’ needs to enhance their overall experience and educational journey• Work collaboratively and resourcefully with other Member Services Associates and cross functionaldepartments to respond to and resolve member related queries and system issues.• Keep informed of any departmental, organizational, policy and procedural and industry changes on aproactive basis, communicating findings to team• Perform initial investigation of contentious client issues, prepare incident reports in a timely manner andensure the report is submitted for further investigation and resolution, following up as necessary• Escalate complex and sensitive issues that require resolution by more senior team members, or Team Leadas per guidelines.• Take a proactive approach with members, reviewing their files thoroughly and updating outstandinginformation while accurately documenting member interactions in Aptify (CMS) and other channels.• Follow call and business processes as per internal procedures to ensure consistency of application andservice level guidelines within the contact centre.• Able to multi-task and accurately use multiple systems and applications while simultaneously facilitatingall actions necessary to satisfy members• Work in cooperatively with the team to meet or exceed both quantitative and qualitative goals (KPI’s) andoverall services levels of the department as outlined on the Member Services scorecard,• Provide job shadowing opportunities and process training for new and existing team members, along withother department team members when needed• Perform departmental administrative tasks and processes, contributing to team goals and productivity,such as but not limited to, cheque and direct deposit processing, textbook returns and refunds, dataclean-up, inbox management, exam and course transfers, etc.• Perform other duties as assigned and required, including handling, and refining various operating anddepartmental procedures that impact member experience• Execute new and ongoing departmental projects as assigned and required, such as the NationalMembership Drive• Must be available to in office a minimum of 3 days per week, and a maximum of 2 days at home witha quiet and suitable workspace at home• Must be able to work rotating shifts including, 8 a.m.-4:30 p.m., 8:30 a.m.-5 p.m., 9:30 a.m. – 6 p.m or10:30 a.m-7 p.m.Qualifications• Bilingualism (English and French) —must have exceptional oral and written skills in both languages• Post-secondary education preferred or an equivalent level of experience and education• At least 1 year experience working in a call centre or front-line customer service role• Exceptional service and interpersonal skills with a demonstrated willingness to serve• Excellent communication (both verbal and written) and an ability to communicate complex information clearlyand at a level appropriate for the member• Strong problem solving and decision-making skills are required with resourcefulness, sound judgement,prudence and integrity• Ability to effectively identify and address difficult situations with tact and diplomacy. Use analytical and technicalskills to understand member matters/issues and take appropriate action• Must be dependable with the ability to prioritize daily tasks, multi-task, deal with various personalities (internaland external) and be able to shift priorities and deliver results.• Responsible for participating in and adding to a positive working environment that relies on teamwork and acollaborative attitude• Respect for confidentiality and discretion• Honed organizational and time management skills with strong detail orientation• Experience using various customer/order management systems and applications with strong computer skills (MS Office suite)SummaryVaccination PolicyCandidates will be expected to adhere to the Institute’s mandatory vaccination policy and provide proof of full vaccination for employment.This role may require a criminal, education and reference check.If this sounds like you, click APPLY today! Or email your recent resume to manisha.patel@randstad.ca or julie.roberts@randstad.ca with subject line "Bilingual Member Services Associate" and a brief synopsis of why you're interested.We thank you in advance for your application, however due to a large volume of applications, only shortlisted candidates will be contacted for interviews.Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
      Be part of a well established the company and enjoy a fast-paced team environment.As part of the Member Services team, you must have a professional approach with a collaborative and customer-centric attitude. You will have a passion for providing excellent member support via telephone, email and in-person. As the first point of contact for our client's members and industry professionals, you will remain up to date on their policies, processes, Programs and Services and educate members accurately with relevant and timely information. Responsibilities also include, but are not limited to, actively monitoring multiple phone queues and inboxes along with managing departmental administrative tasks. You must be a problem solver and detail-oriented professional, resourceful in your approach with the openness to learn new applications and processes.Advantages-Extended Health (incl. Prescription drugs, paramedical services, vision) & Dental & Life Insurance – from day 1-Health Spending Account ($400/yr) – from day 1-Defined Contribution Pension – at 3 months-LTD, STD, AD&D, EAP – at 6 months-15 days vacation annually, plus, 6 personal days annually-3 days work at the office / 2 days work remotelyResponsibilities• Act as the first and single point of contact for members and insurance industry professionals andsupport local chapters and other departments where possible in a dynamic contact centre• Respond knowledgeably to incoming inquiries and technical support via telephone, email and in-personrelated to but not limited to membership, course registration/offerings, programs, licensing, nationalexaminations and the insurance industry.• Able to develop a good rapport with members and stakeholders (external and internal), focusing onmembers’ needs to enhance their overall experience and educational journey• Work collaboratively and resourcefully with other Member Services Associates and cross functionaldepartments to respond to and resolve member related queries and system issues.• Keep informed of any departmental, organizational, policy and procedural and industry changes on aproactive basis, communicating findings to team• Perform initial investigation of contentious client issues, prepare incident reports in a timely manner andensure the report is submitted for further investigation and resolution, following up as necessary• Escalate complex and sensitive issues that require resolution by more senior team members, or Team Leadas per guidelines.• Take a proactive approach with members, reviewing their files thoroughly and updating outstandinginformation while accurately documenting member interactions in Aptify (CMS) and other channels.• Follow call and business processes as per internal procedures to ensure consistency of application andservice level guidelines within the contact centre.• Able to multi-task and accurately use multiple systems and applications while simultaneously facilitatingall actions necessary to satisfy members• Work in cooperatively with the team to meet or exceed both quantitative and qualitative goals (KPI’s) andoverall services levels of the department as outlined on the Member Services scorecard,• Provide job shadowing opportunities and process training for new and existing team members, along withother department team members when needed• Perform departmental administrative tasks and processes, contributing to team goals and productivity,such as but not limited to, cheque and direct deposit processing, textbook returns and refunds, dataclean-up, inbox management, exam and course transfers, etc.• Perform other duties as assigned and required, including handling, and refining various operating anddepartmental procedures that impact member experience• Execute new and ongoing departmental projects as assigned and required, such as the NationalMembership Drive• Must be available to in office a minimum of 3 days per week, and a maximum of 2 days at home witha quiet and suitable workspace at home• Must be able to work rotating shifts including, 8 a.m.-4:30 p.m., 8:30 a.m.-5 p.m., 9:30 a.m. – 6 p.m or10:30 a.m-7 p.m.Qualifications• Bilingualism (English and French) —must have exceptional oral and written skills in both languages• Post-secondary education preferred or an equivalent level of experience and education• At least 1 year experience working in a call centre or front-line customer service role• Exceptional service and interpersonal skills with a demonstrated willingness to serve• Excellent communication (both verbal and written) and an ability to communicate complex information clearlyand at a level appropriate for the member• Strong problem solving and decision-making skills are required with resourcefulness, sound judgement,prudence and integrity• Ability to effectively identify and address difficult situations with tact and diplomacy. Use analytical and technicalskills to understand member matters/issues and take appropriate action• Must be dependable with the ability to prioritize daily tasks, multi-task, deal with various personalities (internaland external) and be able to shift priorities and deliver results.• Responsible for participating in and adding to a positive working environment that relies on teamwork and acollaborative attitude• Respect for confidentiality and discretion• Honed organizational and time management skills with strong detail orientation• Experience using various customer/order management systems and applications with strong computer skills (MS Office suite)SummaryVaccination PolicyCandidates will be expected to adhere to the Institute’s mandatory vaccination policy and provide proof of full vaccination for employment.This role may require a criminal, education and reference check.If this sounds like you, click APPLY today! Or email your recent resume to manisha.patel@randstad.ca or julie.roberts@randstad.ca with subject line "Bilingual Member Services Associate" and a brief synopsis of why you're interested.We thank you in advance for your application, however due to a large volume of applications, only shortlisted candidates will be contacted for interviews.Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

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