Bilingual Customer Service Representative Federal

Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

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 / No overnights / No weekends!

We offer an extensive virtual paid training program, ensuring you are prepared to hit the floor and take calls.

Opportunities for career development and advancement

Emphasis on work life balance, providing wellness benefits, health resources and fitness center discounts

We will send you the necessary equipment you will need to get started!

Superstars on our team:
Respond to 75-100 calls per day

Respond to inquiries related to health care benefits, program eligibility, payment-related information, and other general inquiries;

Quickly assess and resolve any challenging situations and provide effective strategies, aiming for a first- call resolution

Are committed to excellence in customer service; providing the highest level of dedication in all service areas.

What you need to succeed:
The ability to work varying shifts between 7am - 10pm Monday to Friday

You like helping people - this is non-negotiable;

You are a good communicator - through email and phone, you are clear, concise and friendly;

Whatever it takes attitude, you like a new challenge every day;

You have training and education and/or relevant working experience in customer service or health and at least a high school diploma;

Ensure you are able to concentrate, have high attention to detail and sit while using a computer and on a head-set 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;

Strong technical aptitude - you can multitask and navigate between multiple software applications simultaneously while ensuring you continue to support the caller at the same time;

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.

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.

Security Clearance:
In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B) through the Public Works and Government Services Canada Department prior to your first day. This includes; Fingerprinting, Criminal Record Check and Credit Check.

Remote work requirements:
Based on the types of data CSRs have access to, there are different physical security requirements for home office setup including:

Employee may be subject to internal physical site inspections

Private working area that has a locked door, secure locked perimeter doors (patio doors require a locking bar or pin), an approved locking file cabinet and a locked office space in a controllable environment.

Employees must connect to an approved home network (we would either provide or specify the acceptable routers/connectivity equipment).

Work area must be private and free of household noise.

Location of the work area mitigates risks to privacy; for example, that information on the monitor can only be viewed by the employee. The use of privacy screens is required if the home is shared with others.

Headset is mandatory i.e. no speaker phone so family or roommates cannot hear others on the call.
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We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: *** .