Customer Service Representative

ClaimSecure - Greater Sudbury, ON (30+ days ago)

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Reporting to the Manager, Customer Response Centre, the Customer Response Centre Agent is responsible for answering phone inquiries received from ClaimSecure’s plan members, plan sponsors and various Healthcare Providers. The Customer Response Centre Agent is the primary contact and will be responsible for assisting them with their inquiries in an efficient and accurate manner in order to maintain the established service levels. A professional company image is to be projected in all customer interactions. A shift and/or shift rotation may be required.

Principal Responsibilities:

  • Answer phone inquiries related to payment, claims and coverage inquires received from plan sponsors, members, healthcare providers and ClaimSecure staff members. This includes troubleshooting eProfile application and direct deposit issues
  • Research, identify and resolve customer inquiries using applicable software
  • Identify and escalate issues according to established policy
  • Provide product and service information to customers
  • Research required information using available resources
  • Route inquiries to the appropriate resources
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer inquiries
  • Follow up customer inquiries where necessary
  • Complete call logs and reports
  • Draft and send coverage letters to members
  • Other duties as assigned
  • Required to meet an average skill set talk time
  • Required to handle an average number of calls per day
  • Required to meet the expected not ready time

Knowledge, skills and experience:

  • Bilingual
  • High school diploma or equivalent with other vocational or professional certification
  • Proficient in relevant computer applications
  • 1-3 years of experience in a call center environment and/or related field (Data entry, health related field)
  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Superior listening and verbal communication skills
  • Ability to handle stressful situations appropriately

Job Types: Full-time, Permanent

Salary: $14.75 to $16.75 /hour

Benefits:

  • Casual Dress
  • Company Events
  • Dental Care
  • Disability Insurance
  • Employee Assistance Program
  • Employee Stock Purchase Plan
  • Extended Health Care
  • Life Insurance
  • On-site Parking
  • Paid Time Off
  • Profit Sharing
  • Vision Care
  • Wellness Program

Schedule:

  • Day Shift
  • Monday to Friday
  • Night Shift

Experience:

  • call center: 1 year (Preferred)
  • customer service: 1 year (Preferred)

Education:

  • Secondary School (Preferred)

Language:

  • English/French (Preferred)

Job Duties:

  • Answer incoming customer inquiries
  • Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
  • Record and modify customer information within the database
  • Engage with clients in a friendly and professional manner while actively listening to their concerns
  • Offer support and solutions to customers in accordance with the company's customer service policies

Work remotely:

  • Temporarily due to COVID-19