Customer Contact Representatives

WCB-Alberta•Edmonton, AB

2d•CA$59,647 - CA$66,240•Hybrid

About The Position

As an equal opportunity employer, WCB-Alberta is looking to build a diverse workforce that reflects the diversity of its clients and customers. The Customer Contact Representatives play an important role in making a difference that creates a safer, healthier and stronger Alberta by putting people first. WCB-Alberta works together every day to help minimize the impact of workplace injuries and illnesses on Alberta workers and employers. As the independent operator and administrator of the province’s Workers’ Compensation Act, WCB-Alberta provides protection for over two million workers and nearly 200,000 Alberta employers. Employees are inspired to make a positive impact on the lives of injured workers and businesses throughout the province.

Requirements

Superior verbal and written communication skills.
Experience dealing with customers over the phone or face to face.
Well-developed interpersonal and organizational skills with the ability to efficiently multitask.
Proficient computer/keyboarding skills are essential with experience using MS Office.
Must be flexible and able to adapt to a dynamic environment.
Reliability is critical and you must be able to work between the hours of 8:00 a.m. to 4:45 p.m., Monday to Friday, with occasional shift changes.
Professional and positive behaviour is a must.
Strong negotiation and active listening skills with the ability to creatively solve complex and sensitive issues.
Ability to independently make decisions and handle complex inquiries including remaining calm during high stress situations.
Successful candidate must reside in Alberta and be able to work in person from our Edmonton downtown office as required.
Requires an initial in-office training period, followed by scheduled in-office days.

Nice To Haves

Post-secondary education in a health-related discipline, business, science or arts with related experience or equivalent combination of education and experience is an asset.
Knowledge of medical terminology and/or other related experience is a definite benefit.
Experience in an inbound contact/call centre is an asset.

Responsibilities

Provide timely and quality service to customers by responding to inquiries about the claims process or other specific inquiries that may require looking for and providing accurate information.
Educate business partners on Workers’ Compensation benefits and services.
Use logic, good judgment, and a calm demeanor to quickly assess the caller’s concerns and determine and perform the appropriate action required.
Provide accurate responses to inquiries from workers, employers, medical and service providers in addition to answering general inquiries on WCB matters in a busy inbound call centre.
Efficiently collect relevant claim related information to assist Adjudication and Case Management teams.
Accurately document pertinent information in a clear and concise manner.
Correctly release information to ensure compliance with the Access to Information Act (ATIA) and the Protection of Privacy Act (POPA).
Communicate effectively with a diverse group of internal and external customers and business partners.
Potential to provide face to face customer service at the front counter as required.
Achieve first call resolution on the majority of calls received.