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Part-Time Customer Service Representative

1 month ago

Dartmouth, Canada Medavie Blue Cross Full time

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. As a not-for-profit organization, we proudly invest in communities to help address some of Canada’s most pressing health care challenges. We are one of Canada's Most Admired Corporate Cultures, one of Canada’s Top 100 Employers, Canada’s Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company.
Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.
Together with Medavie Health Services, we are part of Medavie - a national health solutions partner with over 8,250 employees. Our mission is to improve the wellbeing of Canadians.

Job Title: Part-Time Customer Service Representative Department: Government Competition: 87300 Internal/External: Both Employment Type: Part Time Permanent Location: Nova Scotia Salary: Competitive Compensation Reports To: Team Leader

The Role:
Working in a team environment, the Customer Service Representative will communicate with key customers by telephone in a knowledgeable and professional manner. The position is in a contact center 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. Core business hours are 8am-5pm. You would have a 5 hour shift during this timeframe.

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 realign
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.
Knowledge: Demonstrates knowledge of customer needs and various processes and procedures in own work area as well as a general understanding of processes in related work areas. Has a broad understanding of Medavie Blue Cross.
Analytical Thinking: Uses business knowledge and experience to solve routine problems. Asks questions to determine the sources of the problem; discusses possible solutions and makes suggestions.
Communication Skills : Communicates clearly and confidently verbally and in writing to a variety of audiences. Demonstrates the ability to tailor information and delivery to suit the nature of the material, audience, and situation.
Customer Orientation: Regularly handles routine customer questions and problems independently and proactively manages and monitors customer satisfaction while providing friendly and courteous customer service.
Teamwork: Organizes work and information in a well thought out manner to deliver on specific tasks and milestones to meet deadlines. Exhibits high levels of energy and perseverance on the pursuit of established goals.
Security Clearance: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B) through the Public Works and Government Services Canada Department prior to your first day. This includes; Fingerprinting, Criminal Record Check and Credit Check.

We are an Equal Opportunity Employer.

Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.

For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.