Customer Service Rep MSI (6 Month Term)

Medavie

3d•$21 - $23•Onsite

About The Position

As a national health solutions partner, Medavie puts people first in everything they do. This begins with their team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, their employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year. Their mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in their award-winning culture. They celebrate individuality and value the diverse perspectives and skills their employees contribute. They go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Working in a team environment, the Customer Service Representative (CSR) will communicate with key customers by telephone in a knowledgeable and professional manner. The position is in a contact centre environment with high call volumes. The CSR will need to ensure dedicated focus on each call to enhance customer experience. This role will require wearing a head-set for prolonged periods of time. The goal of the Customer Service Representative is to provide consistent, positive customer service experience. Hours of operation are 8:00am to 5:00 pm (Monday-Friday).

Requirements

Highly effective listening skills to ascertain customer’s needs, and determine appropriate action required for solution.
Excellent verbal skills to explain complex issues to customers.
Excellent written communication skills.
High degree of attention to detail and accuracy when updating resident files
High school diploma
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.

Nice To Haves

Enrollment in post secondary education
Customer Service experience would be an asset
Bilingualism in English and French considered an asset.

Responsibilities

Serve as the initial contact resolution for a high volume of incoming telephone calls.
Committed to excellence in customer service, providing the highest level of dedication in all program areas.
Access customer needs and address issues in a timely manner (including appropriate customer follow-up) meeting quality objectives.
Quickly assess and resolve any challenging situations and provide effective strategies, aiming for a first-call resolution
Respond to inquiries related program eligibility and other general inquiries.
Meet the key performance indicators (KPI) required by the MSI Contract.
Provide operational support to Provincial Programs as needed.
Adhere to established policies and guidelines defined by the NS Department of Health and Wellness.
Adhere to privacy guidelines following proper procedures.
Process documentation related to the various provincial programs as required.