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About the Role

Workplace Options (WPO) is seeking a Customer Service Representative to provide human-centric solutions, delivering real-time emotional support, therapy, coaching, mindfulness, and family services. This role is crucial in assisting employees and their families by locating and referring community resources, operating in a fast-paced environment while upholding high-quality customer service and WPO's core values.

Responsibilities

Assess employee needs through targeted questioning.
Obtain employee personal information and details on the individual needing care.
Provide a clear explanation of issues/needs.
Obtain desired geographic location for referral search and any personalized criteria.
Provide top-notch customer service in written or verbal interactions with clients and providers.
Perform research using internal databases, websites, and local organizations to locate referrals meeting client needs.
Conduct quality assurance callbacks to clients.
Maintain communication with clients and associated EAPs as required.
Ensure all data entries are complete and accurate, with proper spelling and grammar.

Requirements

Bachelor's Degree.
Strong written and spoken communication skills in English and French.
Excellent customer service skills providing friendly, enthusiastic, and empathetic service.
Proficient in conflict resolution skills.
Ability to organize and prioritize effectively.
Outstanding organizational, relationship-building, and interpersonal communication skills.
Ability to maintain high quality work in all aspects of the position.
Organized, professional, and motivated self-starters.

Skills

Written communication
Spoken communication
Customer service
Conflict resolution
Organization
Prioritization
Relationship-building
Interpersonal communication

Location

Toronto

Work Type

Hybrid
Remote

Experience Level

Not specified

Education Level

Bachelor's Degree

Salary/Compensations

$47,000 CAD plus bonus and benefits

Benefits

Paid Time Off
Life Insurance
Employer Pension Contribution
Travel Reimbursement
Extended healthcare
Dental benefits
Vision benefits
AD&D insurance
Long-term disability insurance
Training/tuition reimbursement
Gym Reimbursement
Wellness rewards
Access to EAP benefits
Access to all WPO services
Mentorship Program
Employee exchange programme
Comprehensive training

About the Company

Workplace Options (WPO) delivers human-centric solutions empowering people to thrive personally and professionally.
With a global team of over 4,800 professionals, WPO provides real-time emotional support, therapy, coaching, mindfulness, and family services worldwide.
Since 1982, WPO has partnered with employers, health plans, and insurers to design flexible, forward-thinking programs.
WPO currently supports 160 million people across 150,000 organizations, including over half of Fortune 500 companies.
Now part of the TELUS Health family, WPO is expanding its global impact by combining decades of wellbeing expertise.
WPO is committed to building healthier, more resilient organizations.
For further details about WPO please check out our website www.workplaceoptions.com and these short videos give a great overview of what we do Human-Powered Care and The WPO Global Experience.
Workplace Options collects and processes personal data in accordance with applicable data protection laws.

Equal Opportunity

At Workplace Options, we are committed to and are accountable for building a workplace where individuals feel empowered to bring their whole selves to work, free from judgment or fear of discrimination.
We understand that having a diverse organization is only the beginning and it will require nurturing and care to thrive.
We will continue to take action to ensure we achieve equitable and measurable outcomes.
We strive to cultivate a space where diverse voices are not only heard but actively sought out and valued for the unique insights they bring.
By embracing and promoting authenticity, we aim to build a vibrant and inclusive community that fosters collaboration, innovation, belonging and personal growth.