Bilingual Customer Service Representative (federal) - Remote Eligible

Customer Service Representative

Certified as Canada's Top 100 Employers, Medavie Blue Cross offers a career where you will experience meaningful, rewarding work in a purpose-centered, inclusive environment. Our team of 2,100 professionals excel through our shared values: compassion, responsibility, adaptability, innovation, and community spirit and as a non-profit organization, we are proud to give back to the communities. At Medavie Blue Cross, we foster a culture of openness, understanding and a sense of belonging where everyone can bring their true selves to work.

We are always on the look-out for great talent like you! People with determination, passion, and curiosity who are excited about the idea of being the first point of contact for our company. We are hiring for upcoming classes and are looking to build a network of Customer Service Representatives. If you are a critical thinker, love providing an amazing customer experience and are ready to start your career in an award-winning company culture with caring leaders and teams, resources, and opportunities to unleash their full potential – let’s talk!

In this role you will provide support and service to our providers and 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 ending at 10 pm AT / 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!
• Short-Term Incentive Program which recognizes your contribution to our success

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 headset 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 good at 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). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Shift Requirement:

• Training hours: Monday – Friday (8:00am – 4:15pm AT)
• After training you will be provided with a schedule, working 7.5 hours a day, Monday-Friday, Evening shift to start. We have shift bids based on seniority as per business needs (normally 2-4 times a year)
• Our Centre's support providers/members from coast-to-coast and our core hours are 7am – 10pm AT

Home Office Requirements:

• Private working area must have a locked door, secure locked perimeter doors, and a locked office space in a controllable environment
• You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work time
• You must always ensure your e-work space is secured before walking away

Remote work requirements:

• Employees must connect to an approved home internet network

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.