Associate, Resuscitation Support Centre

Job Title

Associate, Resuscitation Support Centre (12-month contract) - Heart & Stroke - Career Page

Location/Clue

Remote (Global)

Job Description

At Heart & Stroke our mission is to promote health, save lives and enhance recovery. We are committed to a culture that exemplifies our core values: champion health, practice humility, embrace change, drive impact, learn and grow and be heartfelt as we work together to beat heart disease and stroke.

We believe in equity, diversity and inclusion ― it’s embedded in our values and core mission work to support all people in Canada to lead healthier lives. We are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees. Candidates from diverse backgrounds, including but not limited to, Indigenous peoples, racialized communities, 2SLGBTQIA+ communities, women, and people living with disabilities are encouraged to apply.

The Opportunity

This is a 12-month contract position with 2 roles available. Heart & Stroke offers a remote work environment and candidates can work from anywhere in Canada.

Heart & Stroke sets the national standards for resuscitation care in Canada and is a leading provider of CPR, First Aid, and advanced resuscitation training. The Resuscitation Support Centre (RSC) plays a critical role in this mission by delivering exceptional customer and technical support to the students, instructors, and training agencies who bring our programs to life across the country.

Responsibilities

• Serve as first point of contact across students, instructors, and PAs; triage and resolve inquiries in a timely manner, with professionalism and empathy.
• Maintain comprehensive knowledge of courses, certifications, prerequisites, and policies; disseminate accurate, up-to-date information.
• Apply simple policy requirements (minimum teaching, dashboard issues, prerequisites, minimum student requirements); recognize boundaries and escalate beyond scope.
• Utilize Copilot/AI to tailor email responses and ensure professional tone, particularly in challenging communications.
• Process name/email changes, account access, duplicate account merges, certificate lookups, materials.
• Process invoice and payment corrections, Moneris investigations, accounts/roster errors, invoice grievances; PA account creation and management (setup, updates, access controls).
• Validate and process account correction requests to maintain data integrity.
• Provide complex technical support to assist with user access of the portal and online courses on situations that are escalated from Tier 1 associates.

Requirements

• Diploma or certificate from post-secondary institution in a related field (e.g. Healthcare, Medical Terminology, or Administration).
• 2-3 years’ experience in a customer service, call center and/or administrative role, handling high volume calls in a fast-paced environment.
• French/English bilingual is an asset.
• CRM/LMS knowledge (Salesforce, Docebo) and mid-level troubleshooting.
• Strong critical thinking and conflict resolution skills.
• Professional communication skills (written and verbal) with demonstrated ability to handle difficult customer interactions.
• Conflict resolution and de-escalation skills.
• Organized, detail oriented; able to prioritize in a fast-paced environment.
• Ability to follow call scripts while maintaining a natural conversation.
• Sound judgment to know when to escalate issues or make customer accommodations.
• Data entry accuracy and attention to detail.
• Openness to coaching, feedback, and continuous improvement.
• Reliability, punctuality, and strong work ethic.

What We Offer

This role offers a hiring range of $45,000 to $50,000, aligned with our compensation framework and your professional background. Heart & Stroke believes that time off is integral to the personal health and wellness of our employees. We offer paid wellness days and personal days. In addition, we provide health, medical, dental and vision benefits. Furthermore, our staff enjoy flexible hybrid working arrangements and support with reimbursement for mobile phones and home office set up.