Customer Service Representative

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 7,200 employees. Our mission is to improve the wellbeing of Canadians.

**Job Title**:

- Customer Service Representative**Department**:

- Government**Competition**:

- 85808**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 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. Hours of operation are 8:00 am 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 realign

**Education**:
High school diploma; Enrollment in post secondary education

Work Experience:
Customer Service experience would be an asset

Other Qualifications:
Computer Skills:
enter data with speed and precision.

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

Core Competencies

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.

Execution and Organizational Skills:
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.

Demonstrates an understanding of how the job contributes to the overall work unit and is proactive to help others resolve complex inquiries.

**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