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Working at Biron

Your career partner

People are the focus of our daily concerns. This is also true for the talented professionals at our company.

Career Biron
Aide technique-coach
Centre relations clientèle

Biron Groupe Santé
 
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Permanent à temps plein

Votre mandat

Vous serez responsable de former, conseiller et soutenir les agents du centre relations clientèle afin que ces derniers offrent un service à la clientèle supérieur. L’Aide technique-coach accompagne les agents tant au niveau des produits offerts, des systèmes informatiques utilisés, des processus et procédures de travail et assure le développement des agents. L’Aide technique-coach fait preuve de proactivité dans son environnement de travail en formulant des recommandations qui permettront d’améliorer la qualité du service offert et l’amélioration des processus opérationnels.

Les rôles et responsabilités

  • Fait de l’écoute, à distance, adjacente, aléatoire et/ou ponctuelle afin d’évaluer la qualité du service offert ;
  • Contribue à l’amélioration de la performance des agents sur les aspects de la qualité du service, technique de rétention de la clientèle ainsi que les habiletés de vente ;
  • Tient à jour un résumé des rapports de coaching afin de suivre l’évolution des agents ;
  • Favorise le développement des agents par des activités ponctuelles de coaching ;
  • Soutient les acquis de formation et aide les agents à les transférer dans le contexte opérationnel ;
  • Traite les insatisfactions de la clientèle ainsi que les demandes d’écoute suite aux insatisfactions ;
  • Supporte la direction dans l’implantation des changements ;
  • Fait des recommandations à l’équipe de gestionnaires du centre relations clientèle afin de faciliter la prise de décision;
  • Identifie et propose des procédures de travail dans un but d’amélioration continue du service à la clientèle;
  • Agit comme ambassadeur de l’expérience client ;
  • Prend en charge et réalise des projets relatifs à sa fonction et son secteur ;
  • Prendre les appels des clients lorsque requis ;
  • La liste des tâches et responsabilités énumérées ci-haut n’est pas limitative et est sujette à changement suivant les besoins de l’employeur.  L’employé(e) peut aussi être tenu(e) d’accomplir toute autre tâche connexe lorsque requis par l’employeur. Cette description de tâches ne doit pas être interprétée de façon à limiter la mobilité ou la flexibilité de la main d’œuvre nécessaire à la bonne marche des opérations de l’entreprise.

Lieu et horaire de travail

  • Siège social – 4105 G, boulevard Matte, Brossard (Québec) J4Y 2P4 ;
  • Lundi au vendredi de 8h à 16h.

 Le profil recherché

  • Attestation d'études collégiales (AEC) en administration ou l’équivalent ;
  • 2 ans et plus d’expérience dans un centre d’appels et/ou en service à la clientèle, coaching (atout)
  • Etre bilingue tant à l’oral qu’à l’écrit (français/anglais) ;
  • Posséder une excellente maîtrise des outils de la suite Microsoft Office ;
  • Connaissance d’un système d’enregistrement des appels ;
  • Être un bon communicateur ;
  • Avoir de la facilité à influencer positivement en plus d’être un agent de changement ;
  • Faire preuve d’innovation et démontrer de l’engagement ;
  • Être autonome et savoir prendre des initiatives ;
  • Assurer un service à la clientèle hors pair ;
  • Exerce une gestion efficace de son temps et de ses priorités, avoir la capacité de travailler avec des échéanciers serrés et / ou des situations urgentes ;

Apply now

Working at Biron

At Biron, our primary focus is on health. We welcome your ideas and realize that your contribution to the company’s many projects is essential for us to reach our common goals.

Significant benefits

Corporate discounts

Because we are a real community, our employees can take advantage of many company benefits, including access to Biron's services.

Employer-sponsored pension plan

We support our employees’ retirement planning and early retirement wishes.

Activities and leisure

We offer a number of other initiatives, including: sports activities in our fitness room, BBQ days using our food trucks, and a running club. We care about our employees’ happiness and work hard every day to create a positive work environment.

Fitness Reimbursement Program

Health also means the health of our employees; we support their efforts to stay healthy by making an annual contribution to their fitness.

Fitness Reimbursement Program

Referral bonuses

We respect our employees’ judgement so we reward them for recommending people to join our network.

Quality of life

A stimulating work environment

Use your creativity and medical expertise to tackle the many challenges you will face.

Telecommuting

We are committed to helping you stay efficient, even when you have a child care problem or your little one is sick. Where possible and appropriate, we encourage our employees to telework in order to maximize their productivity.

Telecommuting

Common area

The B52 café provides a friendly work space where employees can grab a fresh meal or a strong espresso anytime.

Common area

Flexible schedule

Aware that people can have different needs, we encourage our employees to align their work schedule with that of their family.

Continuing education

Working in the healthcare field means providing ethical and accurate advice; we encourage our employees to get training in all our areas of expertise.

Come and read the presentation and notices from Biron Groupe Santé on the Glassdoor website.

High-tech equipment

We make a point of investing in our network so that our health experts always have the latest high-tech equipment at their disposal.

High-tech equipment

Employees Testimonials

I chose Imagix because I wanted to find the perfect balance between my working life and private life. No night shifts here! This company has allowed me to broaden my area of expertise by encouraging me to take additional training. The different techniques make each day unique. I care about advancing my career, and Imagix is there to support me.
Véronique Gosselin
Medical technologist
Working for Biron is a privilege. It's a company that has good values (empathy, respect, excellence, innovation, integrity) and puts them into practice. Biron allows me to feel fulfilled as an employee by considering my potential, and as a mother by allowing me to balance work and family.
Jacinthe Simard
Supervisor, Transport and Warehouse
I've been a very proud Biron employee since 1999. It's an excellent family business that has grown while maintaining its solid values such as team spirit, passion, sharing and work-life balance.
Josee Thifault
Coordinator of Commercial Activities
At Biron, we all work toward the common goal of satisfying the patient by delivering fast, quality results. It's very rewarding and informative working with competent people who are recognized as being among the best in the industry. The sense of family and general values of the company are at the heart of all interactions. We feel that we're an integral part of the Biron family due to the trust and recognition that managers show their employees.
Isabelle Raymond
Customer Experience Coordinator
Can someone actually be happy at work? The answer is yes! The secret is feeling fulfilled; working at Biron has allowed me to feel this way every day for the past 14 years. Being part of a team that's recognized for its excellence also increases my happiness at work.
Renee Lepage
Internal Sales Representative
Great IT team! The company encourages interaction between departments, which improves efficiency in deploying solutions that are functionally satisfactory for users and technically satisfactory for developers.
Eric Lepage
Analyst Programmer
Working at Biron means having the necessary freedom to use our clinical judgment and gain self-confidence. It means having the opportunity to take part in innovation within the company. Our opinion is always taken into account when problems arise and we are encouraged to propose solutions.
Isabelle Mercier Gagnon
Auxiliary nurse, flying team
It's very motivating to work for a company that's constantly evolving and that appreciates the experience I've acquired over the years. I'm proud to be a part of it!
Céline Côté
Receptionist
In addition to being a Quebec family business, Biron provides attractive employee benefits, which are two important aspects for me. And that's not to mention the genuine pleasure of working with a dynamic, dedicated team that's committed to providing "our" clients with a professional, fast and personalized experience.
Mélanie Leblond
Senior receptionist
As soon as I finished my studies, I knew that I wanted to work in the private sector. Why? Because I wanted to be in a work environment where my skills would be recognized for their true value, where the well-being of employees, work-life balance, continung education, opportunities for advancement, technological innovation and avant-gardism are an integral part of the work experience every day. Biron is all that and more. It's worth seeing for yourself!
Marie-France Fortier
Medical technologist