Customer Care Agent

WorkSafeBC; Richmond; On-site; CAD 58,000 - 66,000; Full time

Benefits offered by this job

Health benefits

Vacation days

Job summary

WorkSafeBC in Richmond, BC seeks Customer Care Agents to be the first point of contact for injured workers, employers and the medical community. This on-site, 18-month temporary role supports our compensation services with inquiries, information gathering and proactive claim review.

You will verify details, resolve information gaps, and guide stakeholders to the appropriate services while maintaining a compassionate, professional approach.

Qualifications

• Typing quickly and accurately.
• Minimum 12 months of related customer service experience.
• Excellent English language skills, including grammar and comprehension.

Responsibilities

• Handle incoming phone claim inquiries from workers, employers, and other stakeholders.
• Gather critical information for the claim file, including outbound calls as needed.
• Investigate conflicting information and ensure accurate matching to the correct party and claim.
• Communicate with clients and stakeholders in a sensitive and professional manner.
• Educate clients on claims processes and requirements; identify problems or barriers.

Skills

Typing

Customer service experience

English proficiency

Job description

Overview

We're looking for passionate and customer-focused Customer Care Agents to act as the first point of contact for injured workers, employers, the medical community and advocates who are contacting WorkSafeBC.

The Customer Care Agent plays an integral role in supporting our customer service initiatives by being knowledgeable in all functions relating to compensation services. In this role, you'll be responsible for handling incoming phone claim inquiries; addressing clients' questions and concerns by providing related information; ensuring that missing or conflicting information is collected through review of the information on file, or by gathering information which may require outbound phone calls; matching information to validate claims; reviewing claims to determine the appropriate injury code; and performing other related duties as assigned.

How you'll make a difference

You’ll connect people with the services and answers they need.

These are temporary positions of 18 months in length.

Working at WorkSafeBC

We serve the workers and employers across B.C., and we do best when we're together. It's how we collaborate, learn from one another, and develop our people.

This role is based in our Richmond office five days a week.

Like everything we do, our work model continues to evolve to support those we serve. We remain committed to a work model that strengthens our culture and helps us deliver our best work, while balancing flexibility and a positive employee experience.

What you'll do

• Handle incoming phone claim inquiries and answer calls from various stakeholders related to worker claims and services
• Gather critical information for the claim file which may require placing outbound phone calls to Employers, Workers, and/or Physicians
• Investigate conflicting information on the claim file, and ensure that information is reviewed, analyzed, and matched to the appropriate party and/or claim file in a timely manner
• Communicate with clients and other stakeholders in a sensitive and professional manner
• Gather information through questioning, educate clients and other stakeholders on claims processes and requirements, and actively listen to identify problems or barriers to getting necessary information

Is this a good fit for you?

We're looking for people who can:

• Respond to a variety of clients, on time sensitive issues, with empathy, tact and respect
• Clearly and accurately explain information in a professional and assertive manner, at a level appropriate to the audience
• Gather and analyze relevant information and facts in a timely manner
• Interact in a diplomatic, empathetic and objective manner and build and maintain rapport with a variety of individuals in circumstances that may be difficult
• Work between the hours of 7:00 am - 7:00 pm, based on operational needs

Your background and experience

• The ability to type quickly and accurately
• A minimum of 12 months of related customer service experience
• Excellent English language skills, including office grammar and spelling and reading comprehension

We'll consider equivalent combinations of education and experience.

Learn more

Discover how Chelsea, a Customer Care Agent at WorkSafeBC, makes a difference to British Columbians.

Your background and experience

• The ability to type quickly and accurately
• A minimum of 12 months of related customer service experience
• Excellent English language skills, including office grammar and spelling and reading comprehension

Important to know

Before we can finalize any offer of employment, you must:

• Confirm you're legally entitled to work in Canada

Who we are

At WorkSafeBC, we promote safe and healthy workplaces across British Columbia. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries or diseases occur, we provide compensation and support injured workers in their recovery, rehabilitation, and safe return to work. We're honoured to serve the 2.49 million workers and 263,000 registered employers in our province.

What's it like to work at WorkSafeBC?

It's challenging, stimulating, and rewarding. Our positions offer diversity and opportunities for professional growth. Every day, the work we do impacts people and changes lives. What we do is important, and so are the people we do it for.

Our ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences that reflect the diversity of the people we serve. We are committed to fostering a welcoming, inclusive, and supportive work culture where everyone can contribute as their best, authentic self.

Learn more: Discover who we are.

Our benefits

As a member of our team, you'll have access to services and benefits that help you get the most out of work - and life. Along with a competitive salary, your total compensation package includes:

Extra 4% of your salary in lieu of benefits and 4% in lieu of vacation from the day you start.

Once you've worked for 1820 hours (approximately 12 months), you'll switch to getting:

• 3 weeks of vacation with regular increases based on years of service
• Extensive health care and dental benefits
• Sick leave and long-term disability coverage

Salary: $29.78/hourly

Learn more:

Find out what we offer.