Bilingual Customer Service Representative (Federal)

Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We 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. Be part of it by applying for a position with us today.

Class Starting April 14, 2025

Motivated by helping others?

In this role you will provide support and service to our members where you will have the opportunity to effectively problem solve and contribute positively to a team environment. Your objective in this role is to ensure that the person making the inquiry receives the highest level of customer service possible.

Far from your typical contact center experience - we have some of the highest employee satisfaction scores in the whole company.

We offer:

• Comprehensive health and dental plan that is 100% employer paid effective on your first day
• Monday to Friday shifts / No overnights / No weekends!
• Extensive virtual paid training program, ensuring you are prepared to hit the floor and take calls.
• Opportunities for career development and advancement
• Emphasis on work-life balance, providing wellness benefits, health resources and fitness center discounts
• We will send you the necessary equipment you will need to get started!

Superstars on our team:

• Respond to 75-100 calls per day
• Respond to inquiries related to health care benefits, program eligibility, payment-related information, and other general inquiries;
• Quickly assess and resolve any challenging situations and provide effective strategies, aiming for a first-call resolution
• Committed to excellence in customer service; providing the highest level of dedication in all service areas.

What you need to succeed:

• The ability to work varying shifts between 7am - 10pm Monday to Friday
• Must enjoy helping people - this is non-negotiable;
• Good communication skills - through email and phone, clear, concise and friendly;
• Whatever it takes attitude; enjoy a new challenge every day;
• Training and education and/or relevant working experience in customer service or health and at least a high school diploma;
• Ability to concentrate, have high attention to detail and sit while using a computer and on a headset for prolonged periods of time
• 2+ years of Contact Centre experience is preferred;
• Strong technical aptitude - capable of multitasking and navigating between multiple software applications simultaneously while supporting the caller;
• Ability to handle both good and challenging calls;
• Problem-solving skills, understanding callers' needs and learning quickly how to achieve the best results.
• Must be fluently Bilingual (English and French) both written and verbal to provide services to our customers and communicate with internal stakeholders in both official languages.

Security Clearance:

• In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B) through the Public Works and Government Services Canada Department prior to your first day. This includes; Fingerprinting, Criminal Record Check and Credit Check.

Remote work requirements:

• Based on the types of data CSRs have access to, there are different physical security requirements for home office setup including:
• Employee may be subject to internal physical site inspections
• Private working area that has a locked door, secure locked perimeter doors (patio doors require a locking bar or pin), an approved locking file cabinet and a locked office space in a controllable environment.
• Must connect to an approved home network.
• Work area must be private and free of household noise.
• Location of the work area must mitigate risks to privacy; the use of privacy screens is required if the home is shared with others.
• Headset is mandatory.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca.