Note: The job is a remote job and is open to candidates in USA. Medavie Health Services is a national health solutions partner focused on improving the wellbeing of Canadians. The Customer Service Representative will communicate with key customers in a contact centre environment, ensuring a positive customer experience through effective resolution of inquiries.

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

Skills

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

Benefits

• Eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.
• Flexible work options
• Opportunities for personal and professional growth
• Supportive leadership
• Accommodations or adjustments at any stage of the recruitment process

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