Customer Contact Representatives

Workers' Compensation Board - Alberta; Edmonton; Hybrid; CAD 60,000 - 66,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Hybrid work options

Job summary

Workers' Compensation Board - Alberta is hiring Customer Contact Representatives in Edmonton, Alberta. This permanent, full‑time role supports the claims process and provides accurate information to workers, employers, and providers.

The job emphasizes empathy, clear communication, and first-call resolution in a busy inbound centre. The position requires post-secondary education, strong verbal/written skills, and the ability to multitask in a dynamic environment.

Qualifications

• Post-secondary education in a health-related discipline, business, science or arts is an asset.
• Knowledge of medical terminology or related experience is beneficial.
• Experience in an inbound contact centre is an asset.
• Superior verbal and written communication skills.
• Experience dealing with customers over the phone or face to face.
• Well-developed interpersonal and organizational skills with ability to multitask.
• Proficient computer/keyboard skills; MS Office experience essential.
• Must be flexible and adapt to a dynamic environment.
• Reliability is critical; ability to work 8:00 a.m. to 4:45 p.m., Monday to Friday, with occasional shifts.

Responsibilities

• Assess caller concerns quickly using logic and good judgment.
• Provide accurate responses to inquiries from workers, employers, and providers.
• Efficiently collect relevant claim information to assist Adjudication and Case Management.
• Document pertinent information clearly and concisely.
• Release information in compliance with ATIA and POPA.
• Communicate effectively with diverse internal and external customers and partners.
• Possibility of face-to-face service at the front counter when required.
• Strive for first call resolution on most calls.

Skills

Verbal communication

Written communication

Interpersonal skills

Listening skills

Multitasking

Decision making

Calm under pressure

Negotiation

Education

Post-secondary education in health/business/science/arts

Tools

MS Office

Job description

As an equal opportunity employer, we are looking to build a diverse workforce that reflects the diversity of our clients and the customers we serve.

Learn more about working for WCB at Careers - WCB Alberta.

Job Title

Customer Contact Representatives

Job Type

Permanent / Full time

Job Location

Edmonton, Alberta

Customer Contact Representatives Claims Contact Centre - Edmonton, Alberta Permanent, Full-Time Positions.

Be part of the big picture: A safe, healthy and strong Alberta.

If you value service, care, excellence, and fairness, you’ll fit right in.

You’ll play an important role in making a difference that creates a safer, healthier and stronger Alberta by putting people first.

We work together every day to help minimize the impact of workplace injuries and illnesses on Alberta workers and employers.

As the independent operator and administrator of the province’s Workers’ Compensation Act, WCB-Alberta provides protection for over two million workers and nearly 200,000 Alberta employers.

Our employees are inspired to make a positive impact on the lives of injured workers and businesses throughout the province.

How you’ll make a difference:

Customer Contact Representatives provide timely and quality service to our customers by responding to inquiries about the claims process or other specific inquiries that may require looking for and providing accurate information. Inquiries are received from all types of business partners (workers, employers and their representatives, medical community, government, etc.). Customer Contact Representatives also educate business partners on Workers’ Compensation benefits and services. As a Customer Contact Representative, you are a respectful, diplomatic, and professional individual with superior listening and communication skills. You can maintain composure under moments of pressure and remain the calm, confident voice on the other end of the phone. You have a commanding telephone presence and can quickly summarize information that you hear all while still showing empathy. You are a critical thinker and use sound judgement to make decisions quickly and accurately.

Your responsibilities

• Using logic, good judgment, and a calm demeanor to quickly assess the caller’s concerns and determine and perform the appropriate action required.
• Provide accurate responses to inquiries from workers, employers, medical and service providers in addition to answering general inquiries on WCB matters in a busy inbound call centre.
• Efficiently collect relevant claim related information to assist Adjudication and Case Management teams.
• Accurately document pertinent information in a clear and concise manner.
• Correctly release information to ensure compliance with the Access to Information Act (ATIA) and the Protection of Privacy Act (POPA).
• Communicate effectively with a diverse group of internal and external customers and business partners.
• Potential to provide face to face customer service at the front counter as required.
• Able to achieve first call resolution on the majority of calls received.

Your experience and skills

• Post-secondary education in a health-related discipline, business, science or arts with related experience or equivalent combination of education and experience is an asset.
• Knowledge of medical terminology and/or other related experience is a definite benefit.
• Experience in an inbound contact/call centre is an asset.
• Superior verbal and written communication skills.
• Experience dealing with customers over the phone or face to face.
• Well-developed interpersonal and organizational skills with the ability to efficiently multitask.
• Proficient computer/keyboarding skills are essential with experience using MS Office.
• Must be flexible and able to adapt to a dynamic environment.
• Reliability is critical and you must be able to work between the hours of 8:00 a.m. to 4:45 p.m., Monday to Friday, with occasional shift changes.
• Professional and positive behaviour is a must.
• Strong negotiation and active listening skills with the ability to creatively solve complex and sensitive issues.
• Ability to independently make decisions and handle complex inquiries including remaining calm during high stress situations.

What we offer

We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities (combination of work from physical office and primary home residence) that foster a healthy work-life balance. Take the next great step in your career and help us change lives. For more information, please see our Employee Handbook, available on our website.

Salary: Start Rate: $59,647.00 to Job Rate: $66,240.00 per annum (Salary Grade 07)

Pre-interviews may be administered as part of the selection process. Final candidates are required to undergo a security clearance as a condition of employment. Successful candidate must reside in Alberta and be able to work in person from our Edmonton downtown office as required. Please be advised that this position requires an initial in-office training period, followed by scheduled in-office days. These arrangements are subject to change.

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability. Equal opportunity is provided in employment, promotions and wages.

We thank all applicants for their interest; however, only candidates selected for a pre-interview video, and/or interview will be contacted.

At WCB-Alberta, people are at the heart of everything we do. As one of Alberta’s Top Employers, we’re committed to providing an inclusive, equitable workplace where all qualified persons can thrive. We’re a not-for-profit organization that serves as a neutral administrator of the workers' compensation system for the province. Every day, we work hard to make a difference in the lives of our customers—the nearly two million workers we cover and the nearly 200,000 employers whose contributions fund worker benefits, return-to-work programs and health care services to help those who have been hurt on the job. At WCB-Alberta, you too can make a difference. WCB-Alberta is recognized as one of Alberta's Top 85 Employers for 2026! Click here to learn more about this award.