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Parsons Corporation CSR - Tele-Health Proctor (Contract - 3+ months) in Toronto, Ontario

Minimum Clearance Required to Start:

Not Applicable/None

Job Description:

Company Overview

Parsons is a digitally enabled solutions provider with a focus on making the world safer, smarter, healthier, more sustainable, and more connected. Founded in 1944, Parsons primarily serves the defense, security, and infrastructure markets. Uniquely qualified to deliver cyber/converged security, technology-based intellectual property, and other innovative services, the corporation delivers state-of-the-art solutions to federal, regional, and local government agencies as well as to private industrial customers worldwide. Parsons has a reputation for inclusion and diversity and has been named to the Ethisphere Institute's list of World's Most Ethical Companies for 10 consecutive years. Parsons facilitates a culture of innovation by encouraging collaboration among its employees and providing opportunities for career growth. With offices around the globe, people of varied talents and backgrounds, and a wide range of exciting projects, the possibilities at Parsons are endless. For more about Parsons, visit www.parsons.com.

Job Description

In the role of a tele-health proctor, you will be trained and certified in the observation and administration of self-administered Covid-19 Antigen tests. You will provide live online video proctoring of our customers taking COVID Antigen tests, which includes opening the package, taking the test, and verifying the results.

Reporting to the Contact Centre Manager, you will be accountable for:

  • Overseeing the administration of COVID Antigen tests via video conference.

  • Handling inquiries via telephone calls, emails from the customers as it relates to the COVID-19 Antigen tests.

  • Record interactions of video conference, phone calls and emails in a Contact Tracking application.

  • Provide direction to customers on next steps in the event of a positive test.

  • Interact and liaise with internal and external departments to review and resolve customer concerns.

  • Proactively manage key performance indicators and achieve department target response time for phone calls, emails, and video conference calls.

  • Maintain service levels and adhere to departmental statistics.

  • Work with minimal supervision within departmental defined procedures.

  • Work independently and as part of a team, with changing time constraints.

  • Proactively call out to customers when needed for service-related matters.

  • Participate in special projects and perform other duties as required.

Qualifications:

  • Minimum 2 (two) year customer service experience, preferably in the Call Centre is preferred.

  • Pleasant telephone manner; excellent written and verbal communication skills

  • High school, post-secondary degree or diploma preferred.

  • Strong PC skills, knowledge of (MS Office Suite e.g., Word, Excel, PowerPoint etc.)

  • Strong problem solving, decision making and negotiating skills.

  • Ability to handle challenging situations by exhibiting composure and empathy.

  • Ability to multitask, quickly adapt to new information and procedures.

  • Strong analytical and good mechanical/technical aptitude would be a definite asset.

  • Must be willing to work a 40hr/week shift that ranges between Monday to Friday and the occasional weekend.

  • Must be flexible to work Canadian holidays.

  • Must be flexible to work remotely.

The position may require a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief as required by federal, state, provincial or local mandates or customer requirements.

Parsons is an equal opportunity, drug-free employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran/LGBTQ+. All qualified applicants will receive consideration for employment without regard to an individual’s race, color, religion, national origin, ethnicity, union affiliation, age, sex, sexual orientation, gender identity and expression, pregnancy, employable physical or mental disability, veteran status, genetic information, immigration status, or any other basis protected by all applicable laws.

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