Customer Service Representative – Virtual Call Centre Agent
1 month ago
Company Overview:
Alberta Blue Cross is a reputable organization dedicated to delivering exceptional customer experiences and community leadership in Alberta. We strive to provide top-notch health coverage to over 1.8 million members, promoting wellness while taking an active role in it.
Salary and Benefits:
We offer a competitive salary range of approximately $45,000 - $55,000 per year, along with a comprehensive benefits package that supports our employees' well-being and career growth.
Job Description:
As a Customer Service Representative, you will be working from home in a call centre environment, requiring a wired network connection. You will undergo virtual training for approximately 7 weeks, followed by a 2-week mentoring period. Your scheduled shift will be from 9:30 am to 6:00 pm, Monday to Friday.
Responsibilities:
- Respond to telephone inquiries from members regarding individual and group benefit plans.
- Address general information on government-sponsored health programs.
- Follow up on customer requests to ensure complete handling of their inquiry.
- Maintain accurate records and forward customer feedback to relevant areas.
- Educate customers on Blue Cross plans, programs, and claiming procedures.
- Assist customers with the online member site and mobile app.
- Log all calls for statistical purposes.
Requirements and Qualifications:
- Prior experience in a call centre setting is preferred.
- Bilingual fluency in English and French would be an asset.
- Strong listening and problem-solving skills are essential.
- Ability to work effectively with people and maintain a pleasant telephone manner.
- Optimistic outlook and positive approach in a busy environment.
- Ability to conduct research and analysis to determine the root of problems and make independent decisions.
- Flexibility to adjust procedures according to specific circumstances within contract guidelines.
- Acknowledgement of accountability for information relayed to customers.
- Effective assessment and addressing of customer needs.
- Demonstration of advanced customer service skills daily.
Benefits:
As a valued employee, you will enjoy a diverse and inclusive workplace, where your unique perspectives, backgrounds, and experiences are respected and valued. Our team is committed to providing opportunities for growth and development, ensuring a healthy work-life balance, and promoting a high-energy, team-focused environment.
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