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Federal Customer Service Representative (Remote & Onsite)

Posting Date: Jan 27, 2022

Location: Moncton, New Brunswick, CA, E1C 0M3 CA Dartmouth, Nova Scotia, CA, B3J 3C6 Charlottetown, Prince Edward Island, CA, C1A 9S2

Company: Medavie Blue Cross

Classes starting Monthly!


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: Federal Customer Service Representative 
Department: Federal Contact Centre
Competition: 12754
Internal/External: Internal/External
Employment Type: Full Time, Permanent
Location: Remote and Onsite in NB, NS, PEI
Salary: Competitive Compensation and Benefits 
Reports To: Team Leader

REMOTE WORK:  In our Federal Contact Centre we offer the option of Remote work if you reside in New Brunswick, Nova Scotia or Prince Edward Island and would like to work from the comfort of your own home.  Once it is safe to return to our offices we also will offer onsite opportunities too! 


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:

  • 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;
  • The ability to work varying shifts between 8am - 10pm Monday to Friday
  • 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. 
  • We accept applications from both English and Bilingual (French/English spoken and written) candidates.


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).
  • No default passwords if using a home router etc. and the password must be compliant with our security policies.
  • 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.
  • E-work space must be secured before walking away.
  • Headset is mandatory i.e. no speaker phone so family or roommates cannot hear others on the call.


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.


In order to keep our employees, candidates, and community safe during the COVID-19 pandemic, the majority of our employees are working from home within Canada. All interviewing, onboarding and most work takes place remotely at this time. For those employees who must work in our offices, we have taken every precaution to ensure the health and safety of our people by providing strict protocols/practices to meet legislated client and company needs, as well as modifications to the worksites to mitigate the risks for everyone's protection.   


At Medavie, everything we do is to improve the wellbeing of Canadians.  We have implemented a COVID-19 Vaccination Policy as part of our ongoing efforts to protect the health and safety of our employees, partners, plan members and the communities where we live and work.  


Proof of full vaccination is required for all employees at Medavie Blue Cross   


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