Customer Service Representative (6 Month Term)

medaviehs; Canada; On-site; CAD 28,000 - 32,000; Full time

Job summary

Medavie is seeking a Customer Service Representative (6 Month Term) to handle a high volume of calls in a busy contact centre in Nova Scotia. The CSR will provide knowledgeable, professional service, ensure first-call resolution where possible, and adhere to privacy guidelines and program policies.

Responsibilities include resolving inquiries on program eligibility, documenting interactions, and meeting contract KPIs, while delivering a positive customer experience.

Qualifications

• High school diploma required; enrollment in post secondary education encouraged.
• Excellent listening, verbal and written communication skills.
• Attention to detail and accuracy updating resident files.
• Experience in customer service is an asset.
• Bilingualism in English and French considered an asset.

Responsibilities

• Serve as the initial contact resolution for a high volume of calls.
• Provide consistent, positive customer service across program areas.
• Assess needs and follow up to meet quality objectives.
• Resolve challenging situations with first-call resolution when possible.
• Respond to program eligibility inquiries.
• Meet KPI requirements of the MSI Contract.
• Provide operational support to Provincial Programs as needed.
• Adhere to privacy guidelines and NS Health and Wellness policies.
• Document processes related to provincial programs.

Skills

Active listening

Verbal communication

Written communication

Attention to detail

Bilingual English/French asset

Education

High school diploma

Enrollment in post secondary education

Job description

Position Type: Casual - Occasionnel

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute.

We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

Position Summary

Working in a team environment, the Customer Service Representative (CSR) (6 Month Term) will communicate with key customers by telephone in a knowledgeable and professional manner. The position is in a contact centre environment with high call volumes. The CSR will need to ensure dedicated focus on each call to enhance customer experience. This role will require wearing a head-set for prolonged periods of time. The goal of the Customer Service Representative is to provide consistent, positive customer service experience. Hours of operation are 8:00am to 5:00 pm (Monday-Friday).

Key Responsibilities

• Serve as the initial contact resolution for a high volume of incoming telephone calls.
• Committed to excellence in customer service, providing the highest level of dedication in all program areas.
• Access customer needs and address issues in a timely manner (including appropriate customer follow-up) meeting quality objectives.
• Quickly assess and resolve any challenging situations and provide effective strategies, aiming for a first-call resolution
• Respond to inquiries related program eligibility and other general inquiries.
• Meet the key performance indicators (KPI) required by the MSI Contract.
• Provide operational support to Provincial Programs as needed.
• Adhere to established policies and guidelines defined by the NS Department of Health and Wellness.
• Adhere to privacy guidelines following proper procedures.
• Process documentation related to the various provincial programs as required.

Required Qualifications

• Highly effective listening skills to ascertain customer's needs, and determine appropriate action required for solution.
• Excellent verbal skills to explain complex issues to customers.
• Excellent written communication skills.
• High degree of attention to detail and accuracy when updating resident files
• Education : High school diploma; Enrollment in post secondary education
• Work Experience : Customer Service experience would be an asset
• Computer Skills : Experience working in a PC setting with multiple software applications including experience navigating between applications and the internet. Strong keyboarding skills and the ability to enter data with speed and precision.
• Language Skills : Bilingualism in English and French considered an asset.

Other Qualifications:

Computer Skills :

Experience working in a PC setting with multiple software applications including experience navigating between applications and the internet. Strong keyboarding skills and the ability to enter data with speed and precision.

Language Skills :

Bilingualism in English and French considered an asset.

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Pay Range:

20.64 - 23.22 CAD

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds.