Customer Service Representative, Contact Centre

Raise Workforce; Toronto; Hybrid; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Health Spending accounts

Internet allowance

One-time home office setup allowance

Job summary

Raise Workforce in Toronto offers a full-time hybrid Customer Service Representative role focused on delivering high-quality client service across multi-channel communications. You will respond to inquiries, identify client needs, and ensure accurate information and respectful service in a fast-paced environment.

Requirements include a minimum of 2 years in a dental or related setting, fluent English, and strong data-entry with CRM experience.

Qualifications

• Minimum 2 years of experience in dental services or similar setting.
• Strong English communication skills, both written and verbal.
• Familiarity with benefit administration and social programs is an asset.

Responsibilities

• Deliver high-quality client service across phone, chat, email, mail, and portal messages.
• Respond promptly to inquiries, identify client needs, and provide accurate information.
• Communicate clearly, professionally, and accessibly to clients.
• Conduct outbound follow-ups to support first-contact resolution.
• Update and correct information from interactions, ensuring accuracy and completeness.
• Record detailed case notes in the CRM for continuity and follow-up.
• Meet or exceed performance targets for call handling and response times.
• Navigate sensitive client situations with de-escalation and problem-solving skills.
• Maintain privacy and confidentiality per PHIPA and internal protocols.
• Stay updated on program changes to ensure accurate service delivery.
• Collaborate with team to identify service gaps and improve client experience.
• Perform other duties to support Contact Centre operations.

Skills

Fluency in English

Customer service

Data entry

Time management

Education

Secondary Diploma or equivalent

Tools

Microsoft Office

CRM systems

Digital communication tools

Job description

• Hybrid working environment, easily accessible downtown Toronto location
• Competitive salary package with benefits package that include Health Spending accounts, internet allowance and a one time home office setup allowance

• Full-time, permanent position
• Hybrid working environment, easily accessible downtown Toronto location
• Competitive salary package with benefits package that include Health Spending accounts, internet allowance and a one time home office setup allowance

Our client is a B Corp certified social enterprise enabling healthcare equality for all. As a social enterprise, they manage dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Their targeted experience and innovative technology provide cost savings, reliable service, process continuity, and accurate, insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.

The Customer Service Representative (CSR) plays a central role in delivering high-quality client service within the Contact Centre. As a first point of contact for clients, the CSR responds to inquiries across multiple communication channels, including phone, chat, mail, email, and portal messages, while ensuring clear, accurate, and professional communication. Working in a fast-paced, high-volume environment, CSRs supports access to essential social programs, resolves client issues efficiently, documents interactions accurately, and contributes to a consistent and accessible client experience.

Details

This is a full-time, permanent position offering a hybrid work model that blends remote work with planned in-office days. You will be required to visit the Toronto office once-twice a month.

Primary Accountabilities

• Deliver high-quality client service in English across all touchpoints, including phone, chat, email, mail, and portal-based communications.
• Respond to inbound inquiries promptly and professionally, identifying client needs and providing accurate information aligned with program rules, processes, and service standards.
• Provide clear verbal and written communication, ensuring clients receive consistent, respectful, and accessible service.
• Conduct outbound follow-ups and proactive outreach as required, to support first-contact resolution and reduce repeat inquiries.
• Action updates or corrections based on information received through Contact Centre interactions, ensuring accuracy, completeness, and consistency.
• Record detailed and accurate case notes in the CRM to support continuity, service visibility, and effective follow-up.
• Meet or exceed performance targets related to call handling, response times, turnaround times, quality, and other key Contact Centre metrics.
• Navigate complex or emotionally sensitive client situations using sound judgment, problem-solving, and de-escalation skills.
• Maintain strict adherence to privacy, confidentiality, and client authentication requirements, including PHIPA and internal protocols.
• Stay current on program updates, policy changes, and system enhancements to ensure accurate and efficient service delivery.
• Collaborate with team members and leadership to identify service gaps, support continuous improvement, and strengthen the client experience.
• Perform other duties as assigned to support Contact Centre operations.

Required Skills And Qualifications

Knowledge and Experience:

• Minimum 2 years of experience in a dental office, clinic, or related dental services environment, with an understanding of dental procedure codes, terminology, billing practices, and benefit administration.
• Fluency in English with strong verbal and written communication skills and the ability to provide clear, professional, and accurate client support across phone, email, chat, and other service channels.
• Knowledge of social assistance programs, government-funded benefit programs, and related benefit administration is an asset.
• Excellent interpersonal and customer service skills, with the ability to build trust and rapport with diverse client groups, handle complaints effectively, apply conflict resolution and de-escalation techniques, and maintain professionalism during stressful or emotionally sensitive interactions.
• Experience with Microsoft Office, CRM systems, and digital communication tools is an asset.
• Accurate and efficient data entry skills, with strong attention to detail.
• Ability to adapt to changing client needs, program updates, and evolving technology platforms.
• Strong organizational and time-management skills, with the ability to prioritize effectively in a fast-paced environment.
• Commitment to teamwork, collaboration, continuous learning, and service excellence.

Education

Secondary Diploma or equivalent required.

Technical Skills & Abilities

• Excellent written and verbal communication skills with the ability to explain processes clearly and accurately.
• Effective interpersonal skills with a calm, professional, and client-focused approach.
• Ability to manage competing priorities in a high-volume service environment.
• Sound problem-solving and decision-making skills when responding to complex or escalated client inquiries.
• High level of organization and attention to detail.
• Commitment to professionalism, empathy, confidentiality, and consistent service delivery.