BILINGUAL CUSTOMER SERVICE REPRESENTATIVE (HYBRID) - copy

Green Shield Canada (GSC); Windsor; Hybrid; CAD 81,967,000 - 87,753,000; Full time

Benefits offered by this job

Comprehensive training program

Ongoing coaching and feedback

Job summary

GreenShield Canada is seeking a Customer Service Representative for a fast-paced contact centre in Windsor. The role starts on-site and transitions to a hybrid model (2 days in office). You will handle member, provider, and client inquiries via phone, email, and chat with a focus on accuracy and empathy.

The position requires strong English and French communication, ability to multi-task across systems, and a passion for helping people manage health and financial concerns.

Qualifications

• 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 stay composed in complex situations.
• Experience working collaboratively in a team environment.

Responsibilities

• Provide respectful, knowledgeable service via phone, email, and chat.
• Work in a high-volume contact centre with quality and empathy at the core.
• Deliver accurate information and helpful solutions to members' questions and issues.

Skills

Customer service

English proficiency

French proficiency

Multi-system experience

Problem solving

Team collaboration

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.

THEROLE IN A NUTSHELL

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 complexsituations
• Experience working collaboratively in a team environment

NICE TO HAVE

• Experience in healthcare, insurance, or benefits administration
• Training

Thisrole includes a comprehensive, in-person, training program, along with ongoingcoaching, quality feedback, and learning opportunities.

Schedule

Thecall centre operates 365 days a year. Shiftsrange from 8am to 11pm from Monday to Sunday. Schedules are determined at the end of training. Most successfulcandidates will initially be assigned a 3:00 PM to 11:00 PM schedule with twoconsecutive days off each week. Days off are not typically scheduled onSaturday and Sunday. As additional shifts become available, employees may haveopportunities to move into different schedules through the company's shiftposting process.

THE CULTURE

We believe a career should bemeaningful. Not just a means to earn a living. Our culture is one whereeveryone's voice is heard and valued. Because that’s what ittakes to create better health for all. We dare to challenge the status quo. Andwe’re driven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version ofyourself. That’s why we provide a place where you can be inspired, challenged,and rewarded.

Where your growth meansour growth.

Where your voice is heardand valued.

Where your work haspurpose. And purpose matters.

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

Here’s to Better Health for All!

AFEW MORE DETAILS

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

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn’t align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [e-mail]. Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate 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.