Customer Service Professional - Group Benefits

TEKsystems; Southwestern Ontario; Híbrido; CAD 29.000 - 32.000; Jornada completa

Descripción de la vacante

TEKsystems in Waterloo, Ontario is seeking a Customer Service Professional to support plan members, dental offices, and providers. The role involves handling inbound calls, resolving inquiries, and guiding customers through group benefits and claims.

The position is contract with a hybrid work setup, requiring in-office presence three days a week. You will navigate multiple systems to provide accurate information, follow up by email when needed, and strive to meet performance metrics such as AHT

Formación

• Minimum 2 years of customer service experience.
• Demonstrated ability to learn new products, systems, and processes.
• At least 1 year of tenure in a previous role, showing commitment and stability.
• Experience navigating multiple technology platforms and systems simultaneously.
• High School Diploma or equivalent.
• Ability to demonstrate competency in behavioral interview questions.
• Ability to work in-office 3 days per week (Tuesday, Wednesday, and Thursday).

Responsabilidades

• Handle approximately 50 inbound calls per day, with an average call target of 10 minutes or less.
• Provide timely, accurate information regarding group benefits products and services.
• Investigate and resolve plan member inquiries and system-related issues.
• Explain claims decisions, coverage details, and benefit entitlements.
• Utilize multiple systems and source documents to identify solutions and support customers effectively.
• Follow up with customers through email when required.
• Meet and exceed established customer experience and performance metrics.

Conocimientos

Customer service

Product learning

Systems navigation

Behavioral interview

In-office 3 days/week

Educación

High School Diploma or equivalent

Herramientas

CRM systems

Descripción del empleo

The Opportunity:

As a Customer Service Professional , you will play a key role in delivering exceptional service to plan members, dental offices, healthcare providers, and internal stakeholders. You will support customers through inbound calls and follow-up communications, helping them navigate their group insurance benefits, claims, and coverage inquiries .

This is a fast-paced, customer-focused environment where success is driven by empathy, problem-solving, attention to detail, and the ability to navigate multiple systems efficiently.

What You'll Be Doing:

• Handle approximately 50 inbound calls per day , with an average call target of 10 minutes or less
• Provide timely, accurate information regarding group benefits products and services
• Investigate and resolve plan member inquiries and system-related issues
• Explain claims decisions, coverage details, and benefit entitlements
• Utilize multiple systems and source documents to identify solutions and support customers effectively
• Follow up with customers through email when required
• Meet and exceed established customer experience and performance metrics

Performance Metrics (KPIs)

Success in this role will be measured through:

• Average Handle Time (AHT), including talk time, hold time, and after-call work
• Net Promoter Score (NPS) / Customer Satisfaction
• Quality, Accuracy, and Compliance
• First Call Resolution
• Repeat Call Rates
• Transfer Rates
• Schedule Adherence
• Required Qualifications

Must-Have Experience:

• Minimum 2 years of customer service experience
• Demonstrated ability to learn new products, systems, and processes
• At least 1 year of tenure in a previous role , showing commitment and stability
• Experience navigating multiple technology platforms and systems simultaneously
• High School Diploma or equivalent
• Ability to successfully demonstrate competency in behavioral interview questions (e.g., managing difficult customer situations, balancing empathy with professionalism)
• Ability to work in-office 3 days per week (Tuesday, Wednesday, and Thursday)

#PriorityCanada #PriorityCanada #PriorityCanada #PriorityCanada

Job Type & Location:

This is a Contract position based out of Waterloo, ON.

Pay and Benefits:

The pay range for this position is $21.00 - $23.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Job Type & Location:

This is a Contract position with the potential for extensions or conversion to permanent.

Workplace Type

This is a hybrid position in Waterloo,ON.

Job Type & Location

This is a Contract position based out of Waterloo, ON.

Pay and Benefits

The pay range for this position is $21.00 - $23.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Job Type & Location

This is a Contract position based out of Waterloo, ON.

Workplace Type

This is a hybrid position in Waterloo,ON.

À propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de lentreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises dAllegis Group. Découvrez dautres informations à TEKsystems.com.

Ordonnance sur légalité des chances de San Francisco: Conformément à lOrdonnance sur légalité des chances …

Conformément à lOrdonnance sur légalité des chances de San Francisco, pour tous les postes situés dans la ville et le comté de San Francisco, nous examinerons les candidatures des personnes qualifiées ayant un casier judiciaire ou des antécédents criminels.

Utilisation de lintelligence artificielle (IA):

Nous pouvons utiliser lintelligence artificielle (IA) pour soutenir certaines étapes de notre processus dembauche, notamment la recherche, la présélection et lévaluation des candidatures. LIA aide à analyser les candidatures et les qualifications, mais les décisions finales sont prises par notre équipe de recrutement. En soumettant votre candidature, vous reconnaissez et acceptez que celle-ci puisse être examinée à laide doutils dIA.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer …

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process…

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.econnaissez et acceptez que celle-ci puisse être examinée à laide doutils dIA.