Bilingual Customer Service Representative (12-month contract)
About the position
Reporting to the Supervisor, Third-Party Administration Call Centre, the in-bound Customer Service Representative will provide service excellence by professionally answering all incoming telephone calls and emails from plan members and service providers. Using several different inquiry systems/databases, questions include but are not limited to: claims adjudication, policy/benefit questions, member eligibility and monthly invoice questions.
Responsibilities
- Provide excellent customer service while responding to all inbound inquiries
- Be attentive to the customer in order to fully understand their situation
- Document all call information according to standard operating procedures
- Remain current on program information, products, processes, and business initiatives
- Use the company supplied ‘scripts’ when available
- Assist in other departments as required
- Flexible hours may be required at peak periods
Requirements
- Exceptional customer service and interpersonal skills
- Strong ability to quickly learn and navigate multiple computer systems
- Skilled at multitasking and prioritizing in a dynamic, fast-paced environment
- Demonstrated problem-solving and sound decision-making abilities
- Capable of working both independently and collaboratively within a team
- Excellent organizational and time management skills
- Fluency in English and French (spoken and written) is required
Nice-to-haves
- Knowledge or experience in medical and/or dental settings is an asset
- Additional language skills in Arabic, or Spanish (spoken and written) are considered assets
Benefits
- Competitive salary
- Participate in our comprehensive benefits plan on day one — no waiting period
- Company-matched Retirement Savings Plan
- Company-paid training and development courses
- Community involvement
