Customer Services Representative – Contact Centre

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 employees to maintain a healthy work-life balance and provide opportunities for career growth.

OVERVIEW:

As the Customer Service Representative, you will be working from home in a call centre environment. A wired network connection is required.

Our virtual training class start date will be September 11, 2023, for approximately 9 weeks followed by a 2-week mentoring period. Paid training will be facilitated virtually from 9:30 am to 6:00 pm Monday to Friday. You must be able to work the assigned shift of 9:30 am to 6:00 pm Monday to Friday.

WHAT YOU WILL DO:

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

WHAT YOU WILL HAVE:

• Demonstrates advanced customer service skills daily.
• Adjusts procedures to fit specific circumstances within contract guidelines.
• Handles complex inquiries independently, utilizing strong listening and problem-solving skills.
• Bilingual fluency in English and French would be an asset.
• Excellent Microsoft office skills and the ability to learn multiple computer systems.
• Assesses each customer and addresses the customer’s needs effectively.
• Optimistic outlook and positive approach in a busy environment.
• Works effectively with people, maintaining a pleasant telephone manner.
• Preference will be given to those with previous call centre experience.
• Conducts research and analysis to determine the root of problems, and independently makes decisions on how to handle problems or unusual situations.
• Assumes ownership of the position and accountability for information relayed to customers.

This position will remain open until suitable candidates are selected.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our employees by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, please apply.