Bilingual Customer Service Representative

Acosys Consulting - Toronto, ON (30+ days ago)

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Bilingual Customer Service Representative

Our Health and Benefit Provider client is actively seeking to hire permanent and contract Bilingual customer service representatives.

Tasks

  • Respond to a steady volume of inbound calls from Health Care Providers
  • Respond to inquiries regarding eligibility on multiple benefit types (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries
  • Identify and assess Providers’ needs and achieve first call resolution on every call
  • Provide accurate, valid, and complete information in accordance with applicable call scripts and documented procedure manuals
  • Provide technical support to Providers where required in order for the Provider to submit claims electronically, assist in navigation of public websites, and troubleshoot on claims transmission errors
  • Keep abreast of procedural changes, circulated newsletters and external communications to ensure the most accurate information is communicated to Providers on the call
  • Manage complaints and provide appropriate solutions and follow-up where required to resolve an inquiry. In cases of an escalated nature, the CSR will transfer the live call to a Supervisor for assistance
  • Participate in training and cross training for Pharmacy, Dental, Medical Supplies and Equipment, Vision Care, Mental Health Counselling and Extended Health benefits as required for skill development
  • Attend regular team meetings for procedural updates and team building and coaching sessions as required for quality assurance and performance development

Qualifications

  • Bilingualism fluency in French and English is required
  • One-year experience in a call centre or customer service environment
  • Intermediate skills in MS Office (Word, Excel, Outlook)
  • Strong keyboarding skills
  • Excellent verbal and written communication skills
  • Strong interpersonal skills with the ability to work independently and within a team environment
  • Exceptional problem-solving skills
  • Valid enhanced reliability clearance

Job Types: Full-time, Contract, Permanent

Experience:

  • Customer Service: 1 year (Preferred)

Language:

  • French and English (Required)