Bilingual Customer Service Specialist

Job content

Position Description:

The Centre for Addiction and Mental Health (CAMH) is seeking a full time, permanent Bilingual Customer Service Specialist to work in the DATIS program in the Provincial System Support Program. DATIS develops, maintains and supports multiple provincial data systems for use in clinical service planning and delivery, quality improvement and mandated reporting. DATIS provides customer service to its stakeholders using the Atlassian products Jira and Confluence and web and telephone based support. Our customers include community based service providers, Ontario Health, Ministry of Health, Public Health Units, researchers and other stakeholders.

This position involves regularly communicating with internal and external stakeholders; the ideal candidate will be proficient with customer service and will be detail oriented. They will possess strong verbal and written communication skills in both English and French, and the ability to thrive in a team-oriented environment. This position requires completing other duties as assigned and will require exceptional time management skills, as well as the ability to organize and prioritize tasks as required. The ideal candidate will support a workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located outside of the GTA and is affiliated with CAMH regional offices (London, Kingston, Ottawa, Thunder Bay, Hamilton, Sudbury).

The Bilingual Customer Service Specialist duties include:

Administrator of the Customer Relationship Management database

Managing access to the Service Desks databases

Being the first point of contact for the service desk, and triaging tickets to the appropriate staff.

Linking external users to resources such as KB articles, videos, URLs

Watching for and escalates system outage notices in an urgent manner

Running weekly reports from the service desk and providing summaries to the management team for review

Creating and managing smart checklists for responding to routine tickets.

Assisting in the dissemination and tracking of all communications to stakeholders related to support of the data systems

Qualifications:

All skills and qualifications listed below are required unless otherwise stated as an asset.

Community College diploma combined with two years of administrative experience or an equivalent combination of education and experience

Two years’ experience with customer service support

Experience with managing a Customer Relationship Management tool with various data fields related to different customer type.

Experience with videoconferencing

Experience in collaborating with technical teams

Experience using and managing administrative work related to data systems, processes and best practices

Understanding of service desk best practices and standards

Understanding of privacy and legal best practices and standards, specifically related to data collection, transfer, storage and reporting

Proficiency in Microsoft Office including Word, Excel, PowerPoint, Outlook

Strong analytical, deductive reasoning skills, sense of urgency, persistence, patience and creativity in problem solving

Excellent oral and written communication skills in English and French for communicating with stakeholders

Knowledge of Atlassian suite of tools, in particular Jira Service desk and Confluence an asset

Bilingualism (French/English)

Knowledge of mental health and addictions sector

Experience working with internal and external stakeholders to organize meetings and problem solve issues

Excellent customer service skills

Data and information management skills

Excellent written and verbal communication skills, including successful experience representing a public facing organization

Excellent interpersonal, teamwork and problem solving skills

Attention to detail, superior tact, diplomacy and sound judgement and the ability to maintain confidentiality

Strong organizational skills while working under pressure and dealing with conflicting priorities/deadlines and able to receive tasks from manager and formulate logical sequence of activities to achieve the task.

Ability to work independently with minimal supervision, while thriving in a dynamic, diverse environment

Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

Please Note: This full-time, permanent position is NOT part of any bargaining unit.

Salary Range: Competitive Salary & Benefits Package.