Customer Service Professional - Bilingual II

Job Title: AMCS Customer Care Representative

Location Address: Open to contractors across Canada

Working Arrangements: Remote

Contract Duration: 05/26/2025 to 05/22/2026

Possibility of extension/ conversion to FTE? Yes

Schedule Hours: Monday-Friday; standard 37.5 hrs/week. The CCR team supports our AMCS program between the hours of 8am to 8pm EST and flexibility is required to work varying shifts based on business needs. Occasional overtime may be required. Shift Times: 8:00 - 4:00, 9:00 - 5:00, 10:00 - 6:00 pm & 12:00 - 8:00 pm (Shift times are in EST)

Typical Day in Role

1. Gather referral information from clients through verbal intake process
2. Handle calls and emails from Plan Sponsors and Plan Members
3. Process new referrals and file closures in case management system
4. Process mail, faxes, invoices, offsite files, files copy requests etc.
5. Provide administrative support to case management teams (template letters, data entry updates, office supplies etc.)
6. Handle basic client reporting and ad hoc assignments/projects

Candidate Requirements/Must Have Skills:

1. Minimum 2+ years of previous experience in administration/clerical or similar related work experience
2. Previous experience in a high pace customer service environment
3. Bilingualism in French and English is required
4. Microsoft Suite (Excel, Word etc) - Can navigate applications confidently, previous experience utilizing Microsoft in a professional environment.

Soft Skills:

1. Strong customer focus with strong active listening skills
2. Excellent verbal and written communication skills (French/English)
3. Ability to probe, investigate and resolve issues
4. Excellent word processing, spreadsheet and database computer skills
5. Adaptable, organized and quick learner
6. Strong attention to detail and accuracy
7. Well organized and able to prioritize tasks
8. Demonstrated ability to work collaboratively and effectively in a fast-paced, multiple team environment as well as must be able to work well independently.

Nice-To-Have Skills:

1. Understanding of medical terminology an asset
2. Background in IT or tech support/ information center

Education:

1. Post - Secondary School education