Act as the first point of contact for all calls and situations that arise after hours, often dealing with critical situations that require a quick response or de-escalation.
Manage emergencies that involve students that may arise, including documenting events and corresponding with applicable colleagues to engage a second opinion or request support.
Determine nature and extent of emergency and escalate crisis situations in a prompt and caring manner, providing additional support when needed.
Complete data-entry and maintain files as it relates to client, host, or student information.
Review and process student applications to ensure that they are complete and accurate for designated or assigned regions.
Provide ongoing operational support through tasks such as data entry, uploading documents to the database, custodianship documentation, limo bookings, survey implementation and/or analysis and reservation management.
Match prospective or current students with hosts for new placements, respites, and relocations.

Post-Secondary Certificate or Diploma in a relevant discipline, preferred.
1+ years of Customer Service experience.
Some experience working with international students and a variety of cultures.
Innate ability to work independently and autonomously in a virtual office environment.
Exceptional Customer Service skills with the ability to show empathy to callers.
Positive interpersonal skills and highly effective at de-escalating challenging customer interactions from a remote environment.
Ability to work in a team, and to maintain and develop relationships with colleagues.
Excellent Word, Excel, Email, and Database skills.
Strong verbal and written English communication.
French is also mandatory for positions assigned to Quebec and parts of Ontario. Bilingual candidates are preferred.
Strong problem solving and organizational skills, including a precise attention to detail.

Overnight Emergency Care & Support Representative

Key skills