Provides first-line support to EAP clients through appointment requests, service inquiries, and assistance across health and wellness programs. Maintains accurate records across multiple systems, follows contact centre quality and compliance procedures, supports projects, and delivers professional, empathetic customer service. The role requires strong communication, active listening, attention to detail, adaptability, teamwork, and consistent adherence to service standards.

Provides empathetic customer support to clients seeking mental health and wellbeing services. Responsibilities include scheduling appointments, explaining services, managing requests, resolving complaints, protecting confidential information, using customer management systems, completing assigned tasks, and following organizational policies, procedures, and quality standards.