Customer Services Work from Home Representative (Bilingual French)- Contact Centre

Details

Openings 1
Location Name
Alberta Blue Cross - Edmonton
Edmonton, Alberta, CA
Date Posted Aug 25, 2017
Profession Customer Service
Career Level(s) Entry Level
Job Type(s) Permanent, Full Time
Education Level(s) Not Specified
Job ID job-9152

Position Summary

FUNCTION: 

The Customer Service Representative (CSR) acts as a direct resource to customers for benefit and claims information. CSR’s are expected to respond to all telephone inquiries quickly, effectively and in a manner which preserves the company’s excellent reputation. CSRs must possess a thorough understanding of all individual and employer-sponsored plans, contracts, systems and government-sponsored programs. As a result, a comprehensive training program is provided.

DUTIES AND 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.
  • Makes suggestions for ways of improving workflows and processes.
  • Records and forwards customer feedback to the appropriate areas.
  • Responsible for the maintenance of information systems when advised of updates to the policies and procedures as well as the addition of new benefit plans and computer systems.
  • Educates customers on various aspects of Blue Cross plans, programs and claiming procedures.
  • Logs all calls for statistical purposes.

COMPETENCIES: 

  • Handles complex inquiries independently, utilizing strong listening and problem solving skills.
  • Works effectively with people, maintaining pleasant telephone manner.
  • Thrives in a busy environment.
  • Conducts research and analysis to determine the root of problems, and independently makes decisions on how to handle problems or unusual situations.
  • Adjusts procedures to fit specific circumstances within contract guidelines.
  • Assumes ownership of the position and accountability for information relayed to customers.
  • Assesses each customer and addresses the customer’s needs effectively.
  • Demonstrates advanced customer service skills on a daily basis.

SKILLS AND KNOWLEDGE: 

  • Bilingual in French is required.   
  • Must be proficient in Microsoft Word Basics.
  • Preference will be given to individuals with proven customer service experience with either in person or over the phone contact. A true commitment to a career as a call centre representative is an absolute must.
  • Willingness to work scheduled shifts within business hours: 8:30am to 5:00 pm, Monday-Friday.

Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment. This position will remain open until suitable candidates are selected.  If you have the qualifications we are looking for, please apply online at www.ab.bluecross.ca.


< < Back