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Customer Service Representative, NS Provincial Programs

Posting Date: Nov 20, 2020

Location: Dartmouth, Nova Scotia, CA, B3J 3C6

Company: Medavie Blue Cross

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: Provincial Programs
Competition: 11148
Internal/External: Internal/ External
Employment Type: Full time, permanent
Location: Dartmouth, NS
Salary: Starting at $34 500.00
Reports To: Team Leader
Closing Date: December 6, 2020

 

The Opportunity:

 

Working in a team environment, the Customer Service Representative (CSR) will communicate with key customers by telephone and/or in writing in a knowledgeable and personable manner. The position is in a contact center environment and requires the CSR to answer high call volumes. The goal of the Customer Service Representative is to be proactive about providing consistent, reliable customer service experiences, and promote the retention of the customer base. Documentation processing is a key component of this position with turnaround time expectations. Hours of operation are 8:00 am to 5:00 pm (Monday-Friday).

 

Key Responsibilities
 

  • Serve as the initial contact resolution for incoming telephone calls.
  • Access customer needs and address issues in a timely manner (including appropriate customer follow-up) meeting quality objectives.
  • Process applications, renewals and changes related to the Nova Scotia Health Card.

 

Required Qualifications
 

  • Highly effective listening skills to ascertain customer’s needs, and determine appropriate action required for solution.
  • Excellent verbal skills for explaining complex issues to customers.
  • Excellent written communication skills.

 

Education: High school diploma; Enrollment in post secondary education

Work Experience: Customer Service experience would be an asset

 

Computer Skills: Experience working in a PC setting with multiple software applications including experience navigating between applications and the internet. Strong keyboarding skills and the ability to 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 how Medavie Blue Cross works.

 

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: 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.

 

Team Work: Demonstrates an understanding of how the job contributes to the overall work unit and helps others with problem situations without being asked.

We would like to thank all candidates for expressing interest.  Please note only those selected for interviews will be contacted.

Medavie Blue Cross is an equal opportunity employer.


Job Segment: Customer Service Representative, Customer Service