Customer Service Representative

3 weeks ago

Greater Sudbury, Canada ClaimSecure Full time

Reporting to the Manager, Customer Response Centre, the Customer Response Centre Agent is responsible for answering phone inquiries received from ClaimSecure’s plan members, plan sponsors and various Healthcare Providers. The Customer Response Centre Agent is the primary contact and will be responsible for assisting them with their inquiries in an efficient and accurate manner in order to maintain the established service levels. A professional company image is to be projected in all customer interactions. A shift and/or shift rotation may be required.

**Principal Responsibilities**:

- Research, identify and resolve customer inquiries using applicable software
- Identify and escalate issues according to established policy
- Provide product and service information to customers
- Research required information using available resources
- Route inquiries to the appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer inquiries
- Follow up customer inquiries where necessary
- Complete call logs and reports
- Draft and send coverage letters to members
- Other duties as assigned
- Required to meet an average skill set talk time
- Required to handle an average number of calls per day
- Required to meet the expected not ready time

**Knowledge, skills and experience**:

- High school diploma or equivalent with other vocational or professional certification
- 1-3 years of experience in a call center environment and/or related field (Data entry, health related field)
- Knowledge of customer service practices and principles
- Excellent data entry and typing skills
- Superior listening and verbal communication skills
- Ability to handle stressful situations appropriately

**Job Types**: Full-time, Permanent

**Salary**: From $34,345.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

COVID-19 considerations:
Currently working remote from home.

**Education**:

- Secondary School (preferred)

**Experience**:

- customer service: 1 year (preferred)

**Language**:

- French (required)

Work Location: Hybrid remote in SUDBURY, ON

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