Customer Care Agent

2 days ago

Vancouver, Canada WorkSafeBC Full time

Overview

Are you a passionate, customer-focused, team player looking for an opportunity to make a difference? WorkSafeBC is looking for individuals who can provide outstanding customer service and handle inquiries in a highly responsive and effective manner. At WorkSafeBC we do work that has an impact on people and changes lives. What we do is important and so are the people we do it for.

As a member of our call center team, you’ll work alongside other bright, dedicated employees and be exposed to a variety of areas of our business. You’ll have opportunities for professional growth and development, as well as advancement at our head office in surrey or at one of our offices across the province. We offer a competitive salary, comprehensive benefits, career planning guidance, leadership development courses, and policies and programs to support a healthy lifestyle.

What you'll do

**As a customer care agent, you will**:

- Answer calls from various stakeholders and address queries at the front counter related to worker claims and services and other general inquiries
- Gather critical information for the claims file, which may require placing outbound phone calls to employers, workers, and physicians
- Use your understanding of the claims process to analyze information to ensure WorkSafeBC has the required information to make timely decisions
- Investigate conflicting information on claim files, and ensure that information is reviewed, analyzed, and matched to the appropriate party and/or claim file in a timely manner
- Communicate with clients and other stakeholders in a sensitive and professional manner
- Provide a high level of customer service while soliciting required information from clients and addressing their questions or concerns
- Gather information through questioning, educating clients and other stakeholders on claims processes and requirements, and actively listening to identify problems or barriers

Is this a good fit for you?

**We’re looking for someone who can**:

- Respond to a variety of clients about time-sensitive issues with empathy, tact, respect, and courtesy
- Clearly and accurately explain information in a professional and assertive way, and at a level appropriate for the audience
- Gather and analyze relevant information and facts in a timely fashion
- Interact in a diplomatic, empathetic, and objective manner, and build and maintain rapport with a variety of individuals who are sometimes experiencing difficult circumstances

**Your experience and educational background**:

- Completion of Grade 12 (post-secondary education is preferred)
- A minimum of 18 months of recent, related work experience in an environment where you managed high volumes of work, and provided exceptional customer service
- Experience working in a call center is an asset
- General knowledge of Microsoft Office (Word, Excel)
- Must type a minimum of 35 words per minute
- Excellent English language skills, including grammar and spelling

**Salary**: $25.00-$30.00 per hour

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Vancouver, BC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

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