Customer Service Representative (6 Month Term)

Medavie Inc.; Dartmouth; On-site; CAD 28,000 - 32,000; Full time

Job summary

Medavie Inc. in Dartmouth, Nova Scotia, seeks a Casual - 6 Month Term Customer Service Representative in a high-volume contact centre. Hours are 8:00am–5:00pm, Monday–Friday. You will resolve calls with professional, knowledgeable service and support program eligibility inquiries with privacy-consciousness.

The role emphasizes accuracy, a strong customer-focus, and teamwork within a not-for-profit health solutions leader offering competitive pay and benefits.

Qualifications

• High school diploma required; enrollment in post-secondary education encouraged.
• Experience in customer service is an asset.

Responsibilities

• Serve as the initial contact resolution for a high volume of incoming calls.
• Provide excellent customer service with attention to program eligibility and inquiries.
• Aim for first-call resolution while adhering to quality objectives and privacy guidelines.
• Support Provincial Programs and NS Department of Health and Wellness policies.

Skills

Active listening

Verbal communication

Written communication

Attention to detail

Typing speed

Education

High school diploma

Post-secondary enrollment

Tools

PC/computer skills

Data entry

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.
• 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.

Pay Range: 20.64 - 23.22 CAD

We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws.

If you experience any technical issues throughout the application process, please email: [e-mail].

We're recognized as one of Canada's best places to work and are a leading provider of health solutions and insurance for 1 in 10 Canadians.

Full careers. Full lives.

Medavie is a national health solutions partner and innovative leader in healthcare delivery, benefits management, health management, and primary care. Backed by the strength of a team of 8,500+ professionals from coast to coast, we’re committed to improving the wellbeing of Canadians so that every life can be lived to the fullest.

Medavie provides all-in-one private health insurance, public health administration, emergency medical services as Canada's largest contracted provider, as well as primary care, community health, mental health and addictions solutions, medical communications, and clinical training.

As a not-for-profit organization, Medavie is one of Canada’s Top 100 Employers, certified by Imagine Canada for philanthropy and community engagement, and Rainbow Registered as an organization that champions diversity, equity, and inclusion.