Bilingual 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. We are proud to be a not-for-profit organization dedicated to giving back to the communities where we live and work, and to ensuring our employees thrive in our award-winning, collaborative culture. We are one of Canada’s Most Admired Corporate Cultures and are recognized as a Caring Company, a designation for national leaders in community investment and social responsibility.

Our team of 2,100 professionals work across six provinces. We excel by living our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring the health and wellness of our employees and their families, along with personal and professional growth, through a variety of programs and support at all levels of our organization.

Along with Medavie Health Services, we are part of Medavie — a national health organization with over 6,400 employees. Together, our mission is to improve the wellbeing of Canadians.

**Job Title**:

- Customer Service Representative**Department**:

- Private Contact Centre (ATL)**Competition**:

- 86566

**Internal/External**:

- Internal/External**Employment Type**:

- Permanent Full Time**Location**:

- Atlantic Provinces (Remote or Onsite available)**Salary**:

- Competitive Compensation**Reports To**:

- Team Leader**Motivated by helping others?**

In this role you will provide support and service to our members where you will have the opportunity to effectively problem solve and contribute positively to a team environment. Your objective in this role is to ensure that the person making the inquiry receives the highest level of customer service possible. Far from your typical contact center experience - we have some of the highest employee satisfaction scores in the whole company.

**We offer**:

- Comprehensive health and dental plan that is 100% employer paid effective on your first day
- Monday to Friday shifts ending at 10pm ATL / No overnights / No weekends
- We offer an extensive virtual paid training program ,ensuring you are prepared to take calls
- Opportunities for career development and advancement
- Emphasis on work life balance, providing wellness benefits, health resources and fitness center discounts
- 4% Short-Term Incentive Program which recognizes your contribution to our success.

**Superstars on our team**:

- Reply and support calls associated with coverage and payment inquiries relating to customers health care benefits, payment-related information, and other general inquiries
- Quickly assess and resolve any challenging situations and provide effective strategies to each caller
- Are committed to excellence in customer service and always aim for a first
- call resolution

**What you need to succeed**:

- You like helping people - this is non-negotiable
- Whatever it takes attitude, you like a new challenge every day
- Minimum Grade 12 Diploma with post-secondary education or equivalent work experience in customer service
- Ensure you can concentrate, have high attention to detail and be able to sit while using a computer and a headset for prolonged periods of time
- Those who have 2+ years with Contact Centre experience and enjoy this industry have proven to be very successful in our environment
- You can handle the good and challenging calls
- You are a problem-solving master; you understand the callers needs and learn quickly how to get the best results in any environment
- Ability to work independently in a virtual environment working remotely with coworkers and Leaders
- Experience working independently and autonomously in a virtual/remote environment will be considered an asset

**Language Requirement**:Must be fluently Bilingual (English and French) both written and verbal in order to provide services to our customers and communicate with internal stakeholders in both official languages

**Shift Requirement**:

- Training hours: Monday - Friday (8:30am - 4:30pm ATL)
- After training you will be provided with a schedule, working 7.5 hours a day, Monday-Friday, Evening shift to start.
- Our Centre’s support customers from coast-to-coast and our core hours are 8am - 10pm ATL/8am - 9pm EST
- We offer a shift-bid option twice a year (depending on business needs) where you will have the opportunity to select an alternate available shift within the core Contact Centre operating hours. This process is based on seniority.

**Home Office Requirements**:

- Private working area must have a locked door, secure locked perimeter doors,and a locked office space in a controllable environment
- You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work time
- You must always ensure your e-work space is secured before walking away

**We are an Equal Opportunity Employer.**

Medavie Blue Cross strives to foster a culture