[Hiring] Booking Agent @DriverCheck Inc.

Role Description

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.

• 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.

Qualifications

• High School Diploma.
• Previous call centre experience in a fast-paced 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.

Benefits

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