Job Title: Customer Care Agent (CCA) Location: Remote (Canada)This is a 18 month contract with possibility of extention! About Us: Connect Hearing Canada is dedicated to providing exceptional hearing care to our clients. Our Customer Care Center plays a crucial role in supporting our clients and maintaining the high standards of our services. As we transition to a Customer Care Center or Client Care Center, we are excited to redefine the role of our Customer Care Agents (CCAs) to better align with our mission. Position Overview: As a Customer Care Agent (CCA) at Connect Hearing Canada, you will be the primary point of contact for our clients, delivering top-notch service in a remote environment. Your role involves scheduling appointments, handling marketing outreach, performing follow-up calls, managing incoming inquiries, and ensuring accurate updates to client records. Your expertise in communication and organization will be key in maintaining the quality of our client interactions and supporting our clinic staff. You will report directly to the Team Lead and Customer Care Manager. Key Responsibilities: Client Appointment Scheduling: Schedule appointments for new and existing clients efficiently and accurately. Marketing Outreach: Conduct outreach based on leads generated from marketing campaigns and advertisements. Follow-Up Calls: Perform follow-up calls to existing clients and clinic locations for annual services, testing, and routine check-ins. Handling Incoming Inquiries: Manage incoming calls related to general inquiries, marketing campaigns, and emergency phone forwards from clinics. Message Relay: Relay messages via Teams, email, and phone to clinic staff and clients promptly and accurately. Client Record Management: Update client files in RBS and maintain accurate HubSpot ticket information. Resource Utilization: Utilize resources such as the Clinic Guide to stay informed and aligned with clinic teams. Promotional Information: Provide information about current promotions and services to clients and potential clients. Chat Management: Handle incoming chats via HubSpot effectively and professionally. Email Management: Manage and respond to emails from two company-wide inboxes: info@connecthearing.ca and confirmation@connecthearing.ca. Qualifications: Proven experience in a customer service or call center environment. Strong communication skills, both verbal and written. Ability to operate a computer and maintain a stable Wi-Fi connection. Demonstrated ability to work independently and manage time effectively. Experience with CRM systems, preferably HubSpot, is an asset. Proficiency in handling multiple tasks simultaneously with attention to detail. Work Schedule: Working hours are Monday to Friday, 9am to 5pm. Must adhere to scheduled shifts and demonstrate punctuality. Benefits: Competitive salary and benefits package starting day one. Opportunity to work remotely from the comfort of your home. Comprehensive training and ongoing professional development.