Account Services Representative

3 weeks ago

Old Toronto, Canada Lifeworks Full time
Account Services Representative (Bilingual) Location Edmonton, AB : TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. Remote position located anywhere in Canada Our team and what we'll accomplish together TELUS Health's Employer Solutions supports the total health and wellbeing of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work. As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, Integrated Health Solutions uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies love to use. At TELUS, our employees have access to high-quality well-being support and resources. We foster an innovative and collaborative work environment that supports your personal and professional growth. We value individuals and teams who bring passion and a commitment to excellence. Join us and thrive. What you'll do The Account Service Representative is responsible for supporting our Customer Success Managers; providing excellent customer service and completing administrative tasks. Reporting to the Manager, Account Service Representatives, the Account Service Representative, in partnership with Customer Success Managers, is mainly responsible for servicing a block of clients in their day-to-day needs. This role is primarily internal and e-mail/telephonic in nature. The Account Service Representative could work with Customer Success Managers and/or other internal resources, as well as directly with the client base. Key responsibilities:
  • Respond to Customer Success Manager inquiries & service requests pertaining to their clients' programs and services
  • Responsible for program governance including review of internal reporting and identification of issues
  • Responsible for client support, annual planning preparation and meetings where appropriate
  • Overseeing billing inquiries (review and resolution)
  • Responsible for client administrative support; sending usage reports, preparing communications, complete internal forms to update systems
  • Managing the renewal process with appropriate internal teams, providing reports to Customer Success Managers of their upcoming renewals
  • Act as a liaison with internal departments to resolve issues that may arise with clients
  • Responsible for updating and utilizing the CRM (Customer Relationship Management) system
  • Data Entry projects, system clean up
  • Miscellaneous administrative responsibilities to support Customer Success Managers and their clients What you bring
    • University degree in Business or a related field, or equivalent work experience
    • 2 years experience in Customer Service or/and Administration
    • Experience working in Microsoft Office Suite: Excel, PowerPoint, Adobe, Word. Salesforce experience a plus
    • Proven ability to respond in a timely manner in an email heavy environment
    • Strong problem solving skills
    • Strong organizational, analytical, Project Management skills
    • Exceptional written and verbal communication skills
    • Self-motivation, attention to detail, adaptability/flexibility, resourcefulness, and multitasking abilities.
    Great-to-haves
    • 3 years of experience in a sales / account management administrative role preferred but not required
    • Prior experience in HR, Wellness, and/or EAP considered an asset
    • Bilingual in English and French, Spanish would be an asset
    #LI-Remote #LI-SG1 A bit about us We're a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada. The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19. Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks. By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies' Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.
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