**Job Title:** Case Management Specialist (On-Site)
**Location:** North York, Ontario, Canada

**Job Description:**
The Case Management Specialist provides exceptional service to customers with complaints or complex/escalated issues. Responsibilities include ensuring concerns are fully understood and addressed comprehensively and promptly, minimizing further issues. The Specialist also identifies and shares learning opportunities from complaints to improve services.

**Key Responsibilities:**
- Serve as the single point-of-contact for resolving sensitive customer escalations.
- Troubleshoot and resolve customer satisfaction issues, prioritizing critical tasks and communications.
- Answer inbound calls and provide guidance on policies and processes as part of the second-tier escalation team.
- Focus on continuous improvement of customer experiences and deliver expert service.

**Qualifications:**
- Minimum of 2-3 years of experience in de-escalation, creative problem solving, and top-tier communication skills.
- Proven leadership skills with a focus on exceptional customer experience and retention.
- Excellent time management and analytical skills, with the ability to prioritize efficiently.
- Strong attention to detail and proficiencies in fast-paced environments.
- Ability to communicate clearly, exercise patience, empathy, and positivity.

**What We Offer:**
- Paid training for 2-3 weeks with ongoing support from senior team members.
- Networking and leadership opportunities within professional groups.
- Comprehensive benefits including Registered Retirement Savings Plan, paid PTO and holidays, and medical, dental, and vision insurance.
- Mentorship programs supporting your career journey.
- A modern office setting with advanced technologies and a collaborative team environment.
- Initiatives supporting diversity, equity, inclusion, global citizenship, and community support.

If you are ready to take the next step in your career as a Case Management Specialist at Concentrix, we encourage you to apply today and join our team of dedicated professionals.

**Location:** North York, Ontario
**Time Type:** Full time

Concentrix is an Equal Opportunity Employer committed to workplace inclusivity and prohibits discrimination based on various protected statuses.