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Homewood Human Solutions™ is looking for you! Join our Call Centre team and help improve the lives and well-being of employees, their family members, and the companies they work for.
Homewood Human Solutions™ is seeking additional full-time staff for our Guelph-based national Client Service Centre (CSC). As part of an active and fast paced team, you will be responsible for the identification of client needs, providing telephonic support and matching client requests to Homewood Human Solutions™ service resources.
This position reports to the CSC, Senior Intake Counsellor and is located in our Guelph office.

Qualifications:
Excellent verbal and written communication skills
Bilingualism is an asset, particularly in French
Strong organizational and time management skills
Proficiency with Microsoft Office (Windows, Word, Outlook) is required, as well as the ability to learn and adapt to new systems
Ability to listen and to remain calm and empathetic under stressful situations
University degree is preferable; however, a combination of experience and related education will be taken into consideration

Responsibilities:
Coordinates Employee and Family Assistance Program (EFAP) services including but not limited to counselling, legal, financial, and nutritional services both over the phone and by e-mail communication
Ensures clients are matched appropriately with the service and with a clinical professional
Enters client data into the electronic records system while responding to incoming telephone calls
Manages crisis calls and provides a risk assessments/coordinating and safety planning if necessary
Responds to client complaints or challenges and feedback regarding EFAP services and eligibility

Attributes:
Exhibits positive service delivery to both internal and external stakeholders
Flexible and adapts well to change
Take responsibility for actions and decisions
Mindset for critical thinking, business acumen and process improvement
Support and achievement of sustainable practices
Detail-oriented individual who works accurately and excels at multi-tasking
Homewood Human Solutions - 10 months ago