Customer Service Specialist – Customer Services Contact Centre

Accountabilities:

• • Respond professionally and efficiently to telephone inquiries from members with individual and group benefit plans.
  • Provide accurate information regarding government-sponsored health programs and related services.
  • Assess each customer’s needs, investigate inquiries, and take ownership of requests through to complete resolution.
  • Educate customers on benefit plans, programs, claims procedures, online member services, and mobile applications.
  • Research and analyze complex or unusual issues, identify root causes, and make appropriate decisions within established guidelines.
  • Adjust procedures to accommodate individual circumstances while remaining aligned with applicable contract and service requirements.
  • Document calls accurately for statistical and operational purposes and communicate relevant customer feedback to appropriate internal teams.
  • Identify opportunities to improve workflows, procedures, and service delivery based on customer interactions and experience.

  Requirements:

  • Previous call centre or customer service experience is preferred, particularly in a high-volume or service-oriented environment.
  • Strong listening, communication, problem-solving, and decision-making skills, with the ability to handle complex inquiries independently.
  • Demonstrated ability to assess customer needs, research issues, identify root causes, and determine appropriate solutions.
  • Excellent telephone manner with a professional, positive, patient, and customer-focused approach.
  • Ability to remain optimistic, composed, and effective while working in a busy environment.
  • Strong sense of accountability and ownership, particularly when providing information or guidance to customers.
  • Ability to work within established policies, procedures, and contractual guidelines while adapting solutions to individual circumstances.
  • Strong organizational skills and attention to detail, with the ability to accurately document customer interactions.
  • Bilingual fluency in English and French is an asset.
  • Ability to work effectively from home in a call centre environment with a reliable wired network connection.
  • Willingness and ability to complete approximately 10 weeks of paid virtual training and mentoring, scheduled Monday to Friday from 8:30 a.m. to 5:00 p.m., beginning September 28, 2026.
  • Ability to work the assigned shift following completion of training and mentoring.
  • Successful completion of a criminal record check following a conditional offer is required.

  Benefits:

  • Full-time, remote work-from-home opportunity in Canada.
  • Approximately 10 weeks of paid virtual training and mentoring to support your transition into the role.
  • Monday-to-Friday virtual training schedule from 8:30 a.m. to 5:00 p.m.
  • Opportunity to build specialized customer service experience within the health benefits sector.
  • Collaborative, team-focused, and high-energy work environment.
  • Support for professional development and career growth.
  • Inclusive workplace that values diverse perspectives, backgrounds, and experiences.
  • Opportunity to contribute ideas that improve customer service workflows and processes.