Customer Service Representative – Virtual Call Centre Agent

1 month ago


Calgary, Alberta, Canada Alberta Blue Cross Full time

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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