Call Centre Operations - Customer Service Representative

Accerta; Toronto; Hybrid; CAD 48,000 - 54,000; Full time

Benefits offered by this job

Group Benefits

Pension Plan

Hybrid Work Environment

Home Office Stipend

Mental Health Support

Employee Referral Reward

Job summary

Accerta is seeking a Customer Service Representative to join our Toronto-based Contact Centre. You will be the first point of contact across phone, chat, mail, email and portal messages, delivering accurate information, resolving issues, and guiding clients through program rules.

In a fast-paced hybrid environment, you will document interactions in the CRM, meet performance targets, protect privacy (PHIPA), and collaborate with teammates to improve the client experience while supporting access

Qualifications

• Minimum 2 years in dental office or related dental services.
• Fluency in English with clear communication across channels.
• Knowledge of social assistance programs is an asset.
• Excellent interpersonal and customer service skills.
• Experience with Microsoft Office, CRM systems is an asset.
• Accurate data entry and attention to detail.
• Ability to adapt to changing client needs and updates.

Responsibilities

• Deliver high-quality client service in English across all touchpoints (phone, chat, email, mail, portal).
• Respond to inbound inquiries promptly and professionally, identifying client needs and providing accurate information.
• Record detailed and accurate case notes in the CRM for continuity and follow-up.
• Meet or exceed performance targets related to call handling and response times.
• Maintain privacy, confidentiality, and PHIPA compliance in all interactions.

Skills

Communication

Customer service

English fluency

Interpersonal skills

Organization

Time management

Adaptability

Data entry

Education

Secondary school diploma

Post-secondary education asset

Tools

Microsoft Office

CRM systems

Digital communication tools

Job description

WHO WE ARE

AccertaClaim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), both known as Accerta, which is a social enterprise, that manages dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Our targeted experience and innovative technology provide reliable service, process continuity, cost savings, as well as accurate and insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.

Accerta is a Certified B Corporation which is a testament to the values on which we’ve built our business: serving our customers, caring for our employees, and supporting our community and the environment. Being part of the B Corp movement means we’re committed to continual improvement and making business a force for good. Thank you to our team and stakeholders who have helped us achieve this significant milestone!

JOB TITLE:

Customer Service Representative

EMPLOYMENT TYPE:

Full-time, Permanent, Hybrid

ABOUT THIS OPPORTUNITY

The Customer Service Representative (CSR) plays a central role in delivering high-quality client service within Accerta’s Contact Centre. As a first point of contact for clients, the CSR responds to inquiries across multiple communication channels, including phone, chat, mail, email, and portal messages, while ensuring clear, accurate, and professional communication. Working in a fast-paced, high-volume environment, CSRs supports access to essential social programs, resolves client issues efficiently, documents interactions accurately, and contributes to a consistent and accessible client experience.

PRIMARY ACCOUNTABILITIES:

• Deliver high-quality client service in English across all touchpoints, including phone, chat, email, mail, and portal-based communications.
• Respond to inbound inquiries promptly and professionally, identifying client needs and providing accurate information aligned with program rules, processes, and service standards.
• Provide clear verbal and written communication, ensuring clients receive consistent, respectful, and accessible service.
• Conduct outbound follow-ups and proactive outreach as required, to support first-contact resolution and reduce repeat inquiries.
• Action updates or corrections based on information received through Contact Centre interactions, ensuring accuracy, completeness, and consistency.
• Record detailed and accurate case notes in the CRM to support continuity, service visibility, and effective follow-up.
• Meet or exceed performance targets related to call handling, response times, turnaround times, quality, and other key Contact Centre metrics.
• Navigate complex or emotionally sensitive client situations using sound judgment, problem-solving, and de-escalation skills.

• Maintain strict adherence to privacy, confidentiality, and client authentication requirements, including PHIPA and internal protocols.
• Stay current on program updates, policy changes, and system enhancements to ensure accurate and efficient service delivery.
• Collaborate with team members and leadership to identify service gaps, support continuous improvement, and strengthen the client experience.

• Perform other duties as assigned to support Contact Centre operations.

QUALIFICATIONS & EXPERIENCE:

• Minimum 2 years of experience in a dental office, clinic, or related dental services environment, with an understanding of dental procedure codes, terminology, billing practices, and benefit administration.
• Fluency in English with strong verbal and written communication skills and the ability to provide clear, professional, and accurate client support across phone, email, chat, and other service channels.
• Knowledge of social assistance programs, government-funded benefit programs, and related benefit administration is an asset.
• Excellent interpersonal and customer service skills, with the ability to build trust and rapport with diverse client groups, handle complaints effectively, apply conflict resolution and de-escalation techniques, and maintain professionalism during stressful or emotionally sensitive interactions.
• Experience with Microsoft Office, CRM systems, and digital communication tools is an asset.
• Accurate and efficient data entry skills, with strong attention to detail.
• Ability to adapt to changing client needs, program updates, and evolving technology platforms.
• Strong organizational and time-management skills, with the ability to prioritize effectively in a fast-paced environment.
• Commitment to teamwork, collaboration, continuous learning, and service excellence.

Education:

• Secondary school diploma or equivalent required; post-secondary education in a related field is an asset.

Skills & Abilities:

• Excellent written and verbal communication skills with the ability to explain processes clearly and accurately.
• Effective interpersonal skills with a calm, professional, and client-focused approach.
• Ability to manage competing priorities in a high-volume service environment.
• Sound problem-solving and decision-making skills when responding to complex or escalated client inquiries.
• High level of organization and attention to detail.
• Commitment to professionalism, empathy, confidentiality, and consistent service delivery.

ANNUAL SALARY:

ANNUAL SALARY: $47,900-53,780

PERFORMANCE BONUS:

PERFORMANCE BONUS: Up to 6% of annual salary

WHAT WE OFFER

• Group Benefits: Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
• Pension Plan: Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
• Performance-based incentive programs: Opportunities to increase your earnings.
• Growth Opportunities: in a company that promotes from within.
• Volunteering: Time off to volunteer within our community
• Hybrid Work Environment: working environment with a laptop and two monitors.
• Home Office Stipend: A one-time payment of $750 included in the employee's first paycheck.
• Mental Health Support: Access to Mental Health on Demand for employees and their dependents.
• Member Assistance Program: Includes Employee Assistance Program services.
• Community Volunteering: Up to 8 hours of paid time off annually to volunteer in your community.
• Financial Wellness: Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
• Education Reimbursement: Tuition reimbursement for post-graduate courses, upon prior approval.
• Employee Referral Reward: Employees can earn a $1,500 reward for successful referrals of other employees.

FLEXIBLE WORK ARRANGEMENT:

Employees are expected to work on-site at least once per month at our Toronto office (4 New Street., Toronto, ON), with additional in-office days as required based on business needs. Hybrid schedules are determined collaboratively between employees, managers, and teams.

Recruitment Notice

• Accerta will only contact candidates using an acerta.ca email address and will never request payment or personal financial information during the hiring process.
• If you are interested in a role posted on our website, please follow the application instructions outlined on the postings on the Accerta careers page.
• If you receive an email claiming to be from Accerta that seems unexpected or suspicious, please verify by contacting [e-mail].

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

Accerta is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. We are committed to fair employment practices, and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required throughout the recruitment process. Reasonable accommodation is also available on request for candidates taking part in all aspects of the selection process.

To request accommodation, please contact [e-mail].

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check.

To learn more about us please go to: www.accerta.ca