Contact Call Centre Agent

Job summary

The Call Centre Agent will manage inbound inquiries from residents and families, providing accurate information and directing calls to the appropriate departments. They are responsible for maintaining precise records, ensuring privacy, and escalating urgent or sensitive matters according to company procedures.

Job details

At Sienna, we empower our team members across Ontario, British Columbia, Saskatchewan and Alberta to help our residents live the life they desire and deserve. Our purpose is simple: to cultivate happiness in daily life! What Sienna Offers: We aspire to cultivate an environment and culture where team members feel valued, heard and empowered to do meaningful work. We offer a number of programs and benefits that support team members’ financial, personal and professional needs: * A competitive compensation and vacation package * Employer Paid Health & Dental Benefits * RRSP with Company Match * Share Ownership and Reward Program (SOAR) * Employee Share Purchase Plan with Company Match * Continuous learning and growth so you have the skillset needed to succeed and take on new challenges * A welcoming culture that values diversity and differing perspectives, experiences and beliefs What You’ll Be Doing: As a Call Centre Specialist, you’ll help connect residents, prospective residents and their families with Sienna’s care communities and retirement residences. You’ll respond to calls and emails, provide accurate information, and connect people with the right team members. Through compassionate communication, accurate record-keeping and timely follow-up, you’ll help ensure inquiries are handled smoothly while protecting privacy and escalating sensitive or urgent matters appropriately How You’ll Succeed: * Respond promptly and professionally to inbound calls, enquiries, emails, and other assigned enquiries. * Provide accurate information about the company’s services, suites, amenities, availability, and general policies. * Identify each caller’s needs through respectful questioning and active listening, then direct the inquiry to the appropriate residence or team member. * Create and maintain complete, accurate records of inquiries, referrals, follow-ups, and outcomes in the designated systems. * Support prospective residents and families with a compassionate, client-centered approach while protecting privacy and confidentiality. * Complete scheduled follow-ups and callbacks within established service standards. * Escalate urgent, sensitive, clinical, safety-related, or unresolved matters according to established procedures. * Coordinate with residence teams, sales staff, and other departments to ensure timely responses and smooth handoffs. * Maintain current knowledge of residence information, promotions, processes, and approved communication materials. * Meet established quality, attendance, productivity, and documentation expectations. * Participate in coaching, training, team meetings, and continuous-improvement activities. Who you are: * College and/or university diploma * Asset: Fluency in French * Minimum 2 years’ experience in a similar role (preferably Customer Service and Call centre experience in a fast-paced, deadline-oriented environment). * Available to work remotely with a secure private work space in your home and internet access * Available to work flexible schedules including 8am to 11pm during the week and 9am to 10pm on weekends * Excellent interpersonal, written and verbal communication skills * Excellent time management skills * Strong attention to detail What you need to know: * The salary range for this position is: $43,055.00-$$53,819.00 * Any offer of employment will be conditional upon a criminal background and references check. * This posting is for an existing position * Sienna Senior Living may utilize artificial Intelligence to screen or assess applicants for this position. Sienna Senior Living is committed to employment equity, diversity, and inclusion in the workplace. In accordance with provincial regulations, upon request, support will be provided for accommodations throughout the recruitment, selection, and assessment process.

What you’ll do

The Call Centre Agent will manage inbound inquiries from residents and families, providing accurate information and directing calls to the appropriate departments. They are responsible for maintaining precise records, ensuring privacy, and escalating urgent or sensitive matters according to company procedures.

Requirements

Candidates must possess a college or university diploma and at least two years of experience in a customer service or call centre environment. Proficiency in English is required, with French fluency considered an asset, alongside the ability to work flexible hours.

Benefits

• Competitive compensation
• Vacation package
• Employer paid health and dental benefits
• RRSP with company match
• Share ownership and reward program
• Employee share purchase plan with company match
• Continuous learning and growth

Listed skills

• Customer service · Preferred
• Communication · Preferred
• record keeping · Preferred
• Time management · Preferred
• Attention to detail · Preferred
• Problem solving · Preferred
• Conflict Resolution · Preferred
• Data entry · Preferred
• interpersonal skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Call centre operations
• Communication
• Active listening
• Record keeping
• Time management
• Attention to detail
• Problem solving
• Conflict resolution
• Data entry
• Interpersonal skills
• Client-centered approach
• Continuous Improvement Process
• Detail Oriented
• French Language
• Coaching
• Continuous Development
• Sales
• Customer Service
• Time Management
• Ability To Meet Deadlines
• Verbal Communication Skills
• Active Listening
• Confidentiality
• Record Keeping
• Compassion
• Service Standards
• Employment Equity
• Workplace Inclusivity
• Inbound Calls
• Senior Living

Job areas

• Customer Service & Support
• Administrative
• Healthcare
• Call Centre Agent
• Call Center Representative
• Contact Centre Information Clerks
• Customer Service Representatives