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Bilingual Customer Service Representative NBPDP

Posting Date: Jun 23, 2022

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. As a not-for-profit organization, we proudly invest in communities to help address some of Canada’s most pressing health care challenges. We are one of Canada's Most Admired Corporate Cultures, one of Canada’s Top 100 Employers, Canada’s Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company. 
 
Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.
 
Together with Medavie Health Services, we are part of Medavie — a national health solutions partner with over 7,200 employees. Our mission is to improve the wellbeing of Canadians.

Job Title: Bilingual Customer Service Representative NBPDP
Department: NBPDP
Competition: 84730
Internal/External: Internal/External
Employment Type: Full Time Permanent
Location: Moncton, NB
Salary: Competitive Compensation
Reports To: Team Leader
Closing Date: July 10, 2022
   

 

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 37.5 hours/week and individuals must be available to work between core business hours of 8am to 5pm 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 considered an asset for this position

 

We are an Equal Opportunity Employer. 

Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.

For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.

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

 

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