Bilingual Customer Service Representative (Federal)

Medavie; Canada; On-site; CAD 40,000 - 45,000; Full time

Benefits offered by this job

Virtual training program

Remote and hybrid work options

Health, vision and dental plan (employ

Defined contribution pension plan

Annual incentive bonus

Gifted week of vacation

Vacation purchase program

Career development opportunities

Job summary

Medavie in Canada seeks a bilingual Customer Service Representative to support providers and members in a federal contact center. You will solve inquiries, deliver high-quality service, and communicate clearly by phone and email while maintaining accurate records.

The role requires fluency in English and French, a high school diploma, and 2+ years of contact center experience. Flexible shifts, remote/hybrid options, and comprehensive benefits support a balanced, long-term career with Medavie.

Qualifications

• Ability to communicate clearly in both official languages (English & French).
• Experience in customer service or health-related support is required.
• Comfort with using multiple software apps while assisting callers.
• Willingness to work varying shifts and meet performance standards.
• High attention to detail and ability to concentrate during long calls.
• Proven multitasking skills in a busy contact center environment.
• Strong problem-solving skills and a friendly, helpful attitude.

Responsibilities

• Provide support to providers and members with a focus on quality service.
• Resolve inquiries and problems to ensure the highest level of customer satisfaction.
• Maintain clear communication via email and phone while documenting interactions.

Skills

Bilingual English/French

Customer service experience

Communication skills

Problem solving

Attention to detail

Multitasking

Technical aptitude

Shift flexibility

Call center experience

Team player

Education

High school diploma

Job description

Position Type: Permanent If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place. As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year. Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential.

Building our future talent network: We are always on the look-out for great talent like you! People with determination, passion, and curiosity who are excited about the idea of being the first point of contact for our company.

We are hiring for upcoming classes and are looking to build a network of Customer Service Representatives. If you are a critical thinker, love providing an amazing customer experience and are ready to start your career in an award-winning company culture with caring leaders and teams, resources, and opportunities to unleash their full potential – let’s talk!

As a Bilingual Customer Customer Service Representative in our federal contact center, you will provide support and service to our providers and members where you will have the opportunity to effectively problem solve and contribute positively to a team environment. Your objective in this role is to ensure that the person making the inquiry receives the highest level of customer service possible. Far from your typical contact center experience – we have some of the highest employee satisfaction scores in the whole company.

What’s in it for you?

What makes us a different kind of employer?

Our award-winning culture, a team who really cares, unmatched training and support are all dedicated to ensuring you are set up for success.

We offer:

• Monday to Friday shifts ending at 10 pm AT / No overnights / No weekends!
• We offer an extensive virtual paid training program, ensuring you are prepared to hit the floor and take calls.
• Permanent full-time position with opportunity to grow in a well-established organization.
• Flexible work arrangements and emphasis on work-life balance including remote and hybrid work options.
• Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day.
• 100% employer-matched Defined Contribution Pension Plan Annual Incentive Bonus which recognizes your contribution to our success.
• In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program.
• An organization where we encourage personal learning and growth with opportunities for career development.

What you need to succeed:

• The ability to work varying shifts between 7am - 10pm Monday to Friday
• You like helping people – this is non‑negotiable;
• You are a good communicator – through email and phone, you are clear, concise and friendly;
• Whatever it takes attitude, you like a new challenge every day;
• You have training and education and/or relevant working experience in customer service or health and at least a high school diploma;
• Ensure you are able to concentrate, have high attention to detail and sit while using a computer and on a head‑set for prolonged periods of time
• Those who have 2+ years with Contact Centre experience and enjoy this industry have proven to be very successful in our environment;
• Strong technical aptitude – you can multitask and navigate between multiple software applications simultaneously while ensuring you continue to support the caller at the same time;
• You can handle the good and challenging calls;
• You are good at problem‑solving master, you understand the callers needs and learn quickly how to get the best results in any environment.
• Must be fluently Bilingual (English and French) both written and verbal in‑order to provide services to our customers and communicate with internal stakeholders in both official languages.

Security Clearance Requirement:

In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced LevelB). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Shift Requirement:

Training hours: Monday – Friday (8:00am – 4:15pm AT) After training you will be provided with a schedule, working 7.5 hours a day, Monday‑Friday, Evening shift to start. We have shift bids based on seniority as per business needs (normally 2-4 times a year) Our Centre’s support providers/members from coast-to-coast and our core hours are 7am – 10pm AT

Home Office Requirements:

Private working area must have a locked door, secure locked perimeter doors, and a locked office space in a controllable environment You must have a secure, quiet, distraction‑free work environment without any conflicting responsibilities during your scheduled work time You must always ensure your e‑work space is secured before walking away Remote work requirements: Employees must connect to an approved home internet network #CBM1

Pay Range:

Pay Range: 40,254 - 45,285 CAD The Base Pay range may vary depending on the successful candidate or other relevant job‑related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance‑based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws.

We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

Full careers. Full lives. Medavie is a national health solutions partner and innovative leader in healthcare delivery, benefits management, health management, and primary care. Backed by the strength of a team of 8,500+ professionals from coast to coast, we’re committed to improving the wellbeing of Canadians so that every life can be lived to the fullest. Medavie provides all‑in‑one private health insurance, public health administration, emergency medical services as Canada’s largest contracted provider, as well as primary care, community health, mental health and addictions solutions, medical communications, and clinical training. As a not-for-profit organization, Medavie is one of Canada’s Top 100 Employers, certified by Imagine Canada for philanthropy and community engagement, and Rainbow Registered as an organization that champions diversity, equity, and inclusion.