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Bilingual Customer Service Representative, provincial programs

Posting Date: Oct 29, 2020

Location: Moncton, New Brunswick, CA, E1C 8L3

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: Bilingual Customer Service Representative
Department: Provincial Programs
Competition: 10981
Internal/External: Internal/ External
Employment Type: Full time, permament
Location: Moncton 
Salary: Starting at $34 500.00
Reports To: Team Leader
Closing Date: November 22, 2020


As a Customer Service Representative, you communicate with key customers by telephone and/or in writing in a knowledgeable and personable manner. Our customer service representatives work in a contact centre environment with a moderate to high call volumes. Performance is measured based on a combination of quality, timeliness and availability to the customer. The Customer Service Representative is required to remain current with respect to policy and procedure changes and will liaise closely with the Pharmacy Consultant, co-workers and Management. The goal of the Customer Service Representative is to be proactive about providing consistent, reliable customer service experiences.


Hours of work are 36.25 hours/week and individuals must be available to work on a rotational basis between core business hours of 8 a.m. – 5 p.m., Monday to Friday.


Key Responsibilities


  • Serve as the initial contact resolution for incoming telephone calls;
  • Assess customer needs and address issues in a timely manner, (including appropriate customer follow up) meeting quality objectives;
  • Educate customers in understanding the program;
  • Provide superior customer service by being proactive in meeting customer needs;
  • Handle sensitive issues in order to ensure customer satisfaction, while demonstrating empathy and creativity;
  • Produce clear and effective written materials;
  • Adhere to privacy guidelines following proper procedures;
  • Provide advice and recommendations to People Leader regarding procedures development relating to policy changes requested by the Department of Health;
  • Support and follow policies defined by the Department of Health;
  • Adhere to the performance measures under the Service Level Agreement Contract;
  • Review and provide input for the maintenance and upkeep of the procedural documentation;
  • Provide operational support to the Provincial Programs as needed.


What you need to succeed:


Education: High school and one year post-secondary diploma or equivalent


Work Experience: 1 to 2 years relevant experience


Other Qualifications:


  • Highly effective listening skills to ascertain customers’ needs, and determine appropriate action required for resolution.
  • Excellent verbal skills for explaining complex issues to customers.
  • Excellent written communication skills.    
  • Have the ability to work on a variety of tasks;
  • Have a high attention to detail;
  • Have a positive attitude and the desire to be a team player
  • Work well with limited supervision;
  • Work  well in a fast-paced office environment;
  • Possess good customer service skills;
  • Have strong organizational skills and a high level of accuracy;


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.    
  • have accurate typing skills and a strong knowledge of PC software programs (particularly Microsoft office, Word and Excel);


Language Skills: Proficient in French and English both spoken and written is required for this position


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, Pharmacy, Call Center, Customer Service, Healthcare