BILINGUAL CUSTOMER SERVICE REPRESENTATIVE (HYBRID)

Green Shield Canada (GSC); Toronto; Hybrid; CAD 59,000 - 63,000; Full time

Benefits offered by this job

In-person training

Ongoing coaching & feedback

Job summary

Green Shield Canada (GSC) is seeking a Contact Centre Services Representative to handle member inquiries with empathy and accuracy. You will communicate across phone, email, and chat channels in a high-volume environment, ensuring timely, respectful service.

The role requires professional English and French communication, comfort with multiple systems, and a collaborative team approach. The position is on-site with a transition to hybrid work after training, and includes a comprehensive training

Qualifications

• Experience providing customer service in a fast-paced environment.
• Professional-level communication skills in English and French.
• Comfort working with multiple systems and technologies simultaneously.
• Ability to stay focused and empathetic under pressure.

Responsibilities

• Assist members via phone, email, and chat with accurate information.
• Resolve inquiries, problems, and requests in a timely, courteous manner.
• Navigate multiple systems and tools to access member information.

Skills

Customer service

English communication

French communication

Multi-system navigation

Team collaboration

Tools

CRM systems

Call center software

Job description

WHO WE ARE

GreenShieldis a proudly Canadian, national non-profit health care and insuranceorganization, driven by our mission of Better Health for All.We believe health care is aright, not a privilege, and we are committed to improving health outcomes,advancing health equity, and building a future where every Canadian can reachtheir full health and well-being potential.

Throughour unique integrated payer-provider ("payvider") model, we offerinsurance, administer benefits, and pay claims as a ‘payer’ while offeringhealth care services such as mental health, pharmacy, telemedicine, and chronicdisease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excessearnings to directly support underserved communities. Through GreenShieldCares, we positively impacted the health and well-being of over one millionCanadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 – across mental health, essential medicines,and chronic disease management – through scalable initiatives that delivermeaningful change in pursuit of our mission of Better Health for All.

AtGreenShield, our culture is where purpose meets passion and performance. Our teams work as one to delivermeaningful, measurable impact for the people and communities we serve.

Base Salary

CAD $28.57 - 30.62

WORK ARRANGEMENT

On‑site,transitioning to Hybrid (2 days per week in office) after training

Day in the Life (Realistic Preview)

This role is fast‑paced and demanding. Calls come one after another, and many involve members who are frustrated, stressed, or navigating real health and financial concerns. You’ll need to stay focused, think clearly, and communicate with confidence; often while managing multiple systems and delivering answers in real time. There is pressure, and some days will feel heavy.

But this work matters. In those same moments, you’re often the person who brings clarity, reassurance, and real solutions when people need it most. If you can stay grounded under pressure and take ownership of each call, you’ll have a direct impact; helping people move forward with confidence during situations that genuinely affect their lives. At GreenShield, we’re creating better health for all Canadians. As a Contact Centre Services Representative (Customer Service Representative), you play a vital role in delivering on that mission. You are often the first point of connection for members, providers, and clients—providing respectful, knowledgeable, and reliable service through phone, email, and chat channels.

This role operates within a high-volume, performance-focused contact centre where quality, accuracy, and empathy are equally important. You’ll work as part of a collaborative team supported by experienced leaders and clear performance expectations.

WHAT SUCCESS LOOKS LIKE

• Delivering consistent, respectful, and accurate service in everyinteraction
• Meeting service, quality, and schedule expectations
• Contributing positively to a fair, inclusive, and accountable teamculture
• Adapting to new tools, processes, and service offerings
• Supporting members with clarity, care, and professionalism

WHO WE'RE LOOKING FOR

• Experience providing customer service in a fast‑paced environment
• Professional-level communication skills in English
• Professional-level communication skills in French
• Comfort working with multiple systems and technologies at the same time
• Ability to remain seated for extended periods
• Strong problem‑solving skills and ability to remain composed in complex situations
• Experience working collaboratively in a team environment

NICE TO HAVE

• Experience in healthcare, insurance, or benefits administration
• Training
• This role includes a comprehensive, in‑person, training program, along with ongoing coaching, quality feedback, and learning opportunities.

SCHEDULE

The call centre operates 365 days a year. Shifts range from 8am to 11pm from Monday to Sunday. Schedules are determined at the end of training. Most successful candidates will initially be assigned a 3:00 PM to 11:00 PM schedule with two consecutive days off each week. Days off are not typically scheduled on Saturday and Sunday. As additional shifts become available, employees may have opportunities to move into different schedules through the company's shift posting process.

THE CULTURE

We believe a career should be meaningful. Not just a means to earn a living. Because that’s what it takes to create better heath for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.

Where your voice is heard and valued.

Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

AFEW MORE DETAILS

Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [e-mail]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.