Customer Service Specialist – Customer Services Contact Centre

Alberta Blue Cross•Remote, AB

3d•Remote

About The Position

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision. Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth. OVERVIEW: As the Customer Service Specialist, you will be working from home in a call centre environment. A wired network connection is required. Our virtual training and mentoring class start date will be July 13, 2026, for approximately 10 weeks. Paid training will be facilitated virtually from 8:30 am to 5:00 pm Monday to Friday. You must be able to work the assigned shift of this position once training and mentoring have been completed.

Requirements

Handles complex inquiries independently, utilizing strong listening and problem-solving skills.
Works effectively with people, maintaining pleasant telephone manner.
Optimistic outlook and positive approach in a busy environment.
Conduct research and analysis to determine the root of problems, and independently makes decisions on how to handle problems or unusual situations.
Adjust procedures to fit specific circumstances within contract guidelines.
Assumes ownership of the position and accountability for information relayed to customers.
Assess each customer and addresses the customer’s needs effectively.
Demonstrates advanced customer service skills daily.
A criminal record check satisfactory to Alberta Blue Cross will be required as a condition of employment, following a conditional offer.

Nice To Haves

Previous call center experience.
Bilingual fluency in English and French is an asset.

Responsibilities

Responds to telephone inquiries from members with individual and group benefit plans.
Responds to telephone inquiries regarding general information on government-sponsored health programs.
Follows up customer requests to ensure complete handling of the caller’s inquiry.
Make suggestions for ways of improving workflows and processes.
Record and forward customer feedback to the appropriate areas.
Educates customers on various aspects of Blue Cross plans, programs and claiming procedures.
Educates customers regarding our online member site and mobile app.
Logs all calls for statistical purposes.