BILINGUAL CUSTOMER SERVICE REPRESENTATIVE – UNIONIZED

WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not‑for‑profit with a mission to support better health for all Canadians. We aren’t just a health and benefits company. We’re the only not‑for‑profit social enterprise that brings worlds of coverage and care together, all in one place. We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body. Our mission is to create better health for all Canadians, and we know that starts with our employees. THE ROLE IN A NUTSHELL SHIFT: The Call Centre operates 365 days a year. Schedule shift rotations: 8 AM to 11 PM, Monday to Sunday. Come join GreenShield’s mission to create better health for all Canadians. As a Contact Centre Services Representative, you will be on the frontline of our mission, providing respectful, polite, and courteous service via phone, email, and chat to support members for health administration solutions. In the future, you may be expected to support other services that GreenShield offers. As a unionized, hybrid representative you’ll work twice a week in office, as part of a growing team of bilingual representatives working with team members across all our offices. Come join us and you’ll get a chance to make a direct impact on the lives of Canadians every single day. OVERVIEW OF RESPONSIBILITIES Provide customer service to clients, including providers, members, and clients. Strive to maintain a high level of customer service for inbound/outbound calls and emails. Maintain solid working knowledge of GreenShield’s services, products, policies and procedures. Ensure accuracy and reconciliation of all customer interactions. Adhere to industry‑standard key performance indicators (e.g., handle time, customer satisfaction scores, schedule adherence). Recommend available services that improve a member’s overall health. Utilize all available technology to maximize customer service. Perform other related duties as assigned. WHO WE’RE LOOKING FOR Ability to create delightful experiences at every interaction. Experience providing exceptional customer service and communication that exemplify respect and courtesy in fast‑paced environments. Maintain a seated position for extended periods of time. Maintain a positive problem‑solving attitude during stressful situations. Experience performing in a collaborative team environment. Proficient in MS Office and web browsers (Chrome, Internet Explorer). Experience multitasking in a high‑tech environment. Healthcare experience is considered a nice‑to‑have. Professional‑level communication in French and English is a requirement for this position. THE CULTURE We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone’s voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded. Where your growth means our growth. Where your voice is heard and valued. Where your work has purpose. And purpose matters. We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together. Here’s to Better Health for All A FEW MORE DETAILS Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization. GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through requestforaccommodation@greenshield.ca. Information received relating to accommodation will be addressed confidentially. Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification). #J-18808-Ljbffr