Customer Service Representative

2 months 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**:

- Customer Service Representative (12 month term)**Department**:

- Health and Disability**Competition**:

- 87534**Internal/External**:

- Both**Employment Type**:

- Full Time Permanent**Location**:

- Nova Scotia**Salary**:

- Competitive Compensation**Reports To**:

- Team Leader Position Summary

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 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:
Language Skills: Bilingualism in English and French considered an asset.

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