Customer Service Representative (6 Month Term)

Original job posting

The Customer Service Representative will handle a high volume of incoming calls to address customer inquiries and resolve issues in a professional manner. They are responsible for maintaining accurate resident files and meeting established performance indicators while adhering to privacy guidelines.

Job details

Position Type: Casual - Occasionnel 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. Position Summary Working in a team environment, the Customer Service Representative (CSR) (6 Month Term) will communicate with key customers by telephone in a knowledgeable and professional manner. The position is in a contact centre environment with high call volumes. The CSR will need to ensure dedicated focus on each call to enhance customer experience. This role will require wearing a head-set for prolonged periods of time. The goal of the Customer Service Representative is to provide consistent, positive customer service experience. Hours of operation are 8:00am to 5:00 pm (Monday-Friday). Key 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. Required Qualifications 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 Education: High school diploma; Enrollment in post secondary education Work Experience: Customer Service experience would be an asset Other Qualifications: Computer Skills: 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. Language Skills: Bilingualism in English and French considered an asset. #CBM1 This posting is for an existing vacancy within our organization / Ce poste est actuellement vacant au sein de notre organisation. Pay Range: 20.64 - 23.22 CAD The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, 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. 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. While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently—without AI assistance—to ensure a fair and equitable process. If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca.

What you’ll do

The Customer Service Representative will handle a high volume of incoming calls to address customer inquiries and resolve issues in a professional manner. They are responsible for maintaining accurate resident files and meeting established performance indicators while adhering to privacy guidelines.

Requirements

Candidates must possess a high school diploma and strong verbal and written communication skills. Proficiency in navigating multiple software applications and accurate data entry skills are essential for this role.

Benefits

• Competitive pay • Comprehensive benefits • Personal and professional growth opportunities • Flexible work options

Listed skills

• Time management · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• telephone communication · Preferred
• Data entry · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Telephone communication
• Active listening
• Verbal communication
• Written communication
• Attention to detail
• Data entry
• Keyboarding
• Software navigation
• Problem solving
• Conflict resolution
• Time management
• Professionalism
• Technical Issues
• Bilingual (French/English)
• Call Center Experience
• Customer Service
• Communication
• Computer Literacy
• Leadership
• Key Performance Indicators (KPIs)
• Listening Skills
• Primary Care
• Detail Oriented

Job areas

• Customer Service & Support
• Healthcare
• Government & Public Sector
• Administrative
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives