Position: Bilingual Booking Agent

Hours: Full-time, rotational hours Monday-Friday including morning and afternoon shifts

Contact: Fixed-term, 6 months

Location: Remote

Reason for Vacancy: Replacement

DriverCheck does not use AI in any part of our recruitment process. 

DriverCheck is growing!

We are a national provider of workplace medical testing and assessments based in Ayr, Ontario. We have Occupational Health Clinics in Kitchener, Sarnia, Mississauga, Calgary, Nisku, Edmonton and Fort McMurray. Dedication to customer satisfaction, fast and accurate turnaround of test results, flexibility, persistence and accountability are of the utmost importance.

The Booking Agent is responsible for handling customer service matters through a variety of channels such as email, telephone and electronic requests while working independently to book testing for our clients in a fast-paced contact center environment.   Agents are expected to meet or exceed call volume expectations each day for various types of Drug & Alcohol and Occupational Health testing. 

This position is completely remote. You will be responsible to work in conjunction with the Contact Centre Management Team. 

WHAT WE OFFER

• FAMILY focused culture
• Excellent Training Program
• Supportive continuous learning environment
• Competitive Wage
• Competitive Group Benefit plan

Primary duties and responsibilities

• Manage large amounts of inbound calls in a professional, friendly and positive manner
• Provide an outstanding customer experience to both external and internal customers while ensuring that calls are answered within the accepted standard handle time
• Book drug, alcohol and occupational health appointments for our clients 
• Quickly identify and solve problems on the spot to address inquiries regarding booked appointments 
• Manage incoming appointment requests from department inbox and respond in a timely manner with attention to detail 
• Utilize the internal e2 program to ensure accurate bookings using the most convenient and cost-efficient sites for clients to get their medical testing and/or assessments completed
• Quick and accurate data entry into our internal (Emanda) e2 system to book appointments 
• Provide detailed documentation to both clients and participants
• Take responsibility to resolve issues from beginning to end and seek assistance when necessary

What you need to be successful in the role

• High School Diploma
• Previous call centre experience in a fast pasted environment is considered an asset
• Thrive in a multitasking, fast-paced environment with constantly changing priorities
• Active listener, with a passion to assist, advise, empathize, de-escalate and negotiate with customers in a manner that creates a superior customer experience
• Conceptual thinker with exceptional analytical skills, able to identify challenges and develop a critical path to solve problems
• The ability to communicate in French (both written and verbal) is considered an asset 
• Detail oriented and accurate
• Demonstrate excellent critical thinking, decision-making and problem-solving skills
• Conscientious, flexible and adaptable

If you want to work in an environment that is positive, challenging, and safe; where your contributions are valued, this role may be right for you.

DriverCheck is committed to creating an accessible environment for our employees and potential employees; we will attempt to make appropriate accommodations throughout the entire recruitment process. Accommodations are made upon request.