Customer Care Specialist

Internal titles may be modified for posting to attract appropriate candidates.

MHS is a leading developer of innovative solutions dedicated to measuring and developing the potential of people. We’re not just about assessments – we're about breaking barriers.

With over forty years of experience, we're pioneers in understanding and addressing neurological conditions and disorders–like ADHD in both children and adults. We're revolutionizing how gifted and talented youth are identified, ensuring a fair and inclusive process that nurtures potential in all its forms. We're deeply committed to improving outcomes within the justice system, offering support and resources to all involved.

Our core values drive us to empower individuals at every level, focusing on talent development with an emphasis on emotional intelligence and leadership development.

We prioritize fairness, equity, and bias reduction in all aspects of our work while giving back to the communities we serve. Join us in our journey to create a world where everyone has the opportunity to succeed and thrive.

THE JOB

We are currently looking for a Customer Care Specialist, Level 2 who is looking to make an impact as part of a growing, award-winning organization.

The Customer Care Specialist, Level 2 will be a part of a team dedicated to ensuring customer success, overseeing the most challenging problems, and helping to make our support function operate smoothly. You will be responsible for information requests, escalated issues, and general enquiries from internal and external customers regarding a variety of MHS (Multi Health Systems) products and processes. You will also be responsible for supporting the operational effectiveness of the Customer Care team and work closely with Platform Support and the Microsoft Dynamics 365 teams to continuously improve the customer experience.

This dynamic role is ideal for an intellectually curious, problem-solving individual who wants to work on continuous process improvement, digital solutions while balancing the needs of the customer and the organization.

WHAT YOU’LL DO:

- Provide knowledgeable product support and troubleshooting guidance pertaining to use of the MHS products, software,



and online platforms.
- Diagnose and resolve escalated cases as second level support for issues encountered by customers and MHS staff. Interface directly with customers as required.
- Increase customer service operational efficiencies by identifying customer needs, providing business solutions, and creating knowledge articles.
- Demonstrate judgment and problem-solving abilities when researching customer issues.
- Utilize Microsoft Dynamics 365 to manage quality data and processes, and effective account management.
- Improve team performance by sharing knowledge, tips, and techniques with both Level 1 and Level 2 teams.
- Escalate issues with subject matter experts or service providers where necessary to achieve timely resolution of service issues and improve business processes.
- Contribute to an efficient team environment by cooperating effectively with peers, management, and other internal partners.
- Function as a good change leader for activities affecting the customer experience with MHS.
- Work with leadership and internal teams to improve throughput, service levels, customer satisfaction and contribute to efforts to improve the customer experience and MHS processes.

WHAT YOU BRING

Ideally, you are a customer-focused problem solver who stays calm, professional, and organized while supporting a high volume of customer needs. You bring solid communication and listening skills, sound judgment, and the ability to troubleshoot issues, identify solutions, and build positive relationships with both customers and internal teams. You are curious, adaptable, and motivated to learn MHS products, platforms, and processes while contributing to continuous improvements that enhance the customer experience.

In addition, you bring:

- Undergraduate degree, or a combination of experience and other credentials.




- Minimum three years' experience in a high-volume inbound/outbound call center, customer service, technical support, or sales role.
- Knowledge of call centre technology (e.g., customer relationship management and knowledge base software) and call centre telephony.
- Customer service, communication, listening, and human relations skills to determine customer needs, understand and relay information, build positive rapport, confidence, and trust, and participate as an effective team member.
- Ability to relate in a professional, courteous, calm, and friendly manner to all types of callers and internal team members.
- Ability to quickly build a deep understanding of MHS product, market, and the needs of various stakeholders and the business.
- Curiosity in learning the Microsoft Dynamics 365 Customer Service platform and how MHS can leverage to improve our operations (existing knowledge an asset).
- Bilingual (French) an asset.

Salary: $58,000 - $65,000 per annum

LIFE AT MHS

We are an inclusive and collaborative team who encourage everyone here to learn, grow and THRIVE. Our flexible work arrangement includes the ability to work from home and location flexibility: you can be located anywhere that allows you to align your workday hours with Eastern Standard Time. Occasional travel will be required.

MHS Inc. is an equal opportunity employer. We respect the dignity and worth of every individual in the workplace and value the importance of diversity, fairness, and trust. Please let us know if you require accommodation at any stage of the application process or want more information on our accommodation policies. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Disclaimer: We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, note taking during interviews, or communicating with applicants. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

📌 Customer Care Specialist (Ontario)
🏢 Multi-Health Systems Inc. (MHS)
📍 Ontario