Customer Service Representative

  • Location:
    Saskatoon
  • Department:
    Customer Service
  • Posting ID:
    S1938
  • Position type:
    Full Time

JOB FUNCTION

While working in a dynamic and stimulating customer contact centre, this position is responsible for maintaining positive customer relations by handling inbound telephone inquiries from prospective customers and current policyholders in relation to the products and services offered by Saskatchewan Blue Cross. A comprehensive training program helps ensure a thorough understanding of company products and systems.

 

DUTIES & RESPONSIBILITIES                                

  • Provide clients with a superior customer experience addressing various benefit inquires and/or concerns, while responding to an average of 75 – 100 telephone calls per day
  • Listen to, and analyze customer questions or concerns with varying degrees of complexity while navigating through multiple software programs to formulate answers/solutions, and interpret and explain plans and payments
  • Handle sensitive issues in order to ensure customer satisfaction, while demonstrating professionalism, empathy and creativity
  • Research and offer solutions that are adapted to client needs
  • Promote and sell company products or services
  • Update client call record notes, while ensuring adequate details of the call are captured
  • Follow established call escalation processes as required
  • Remain current with customer service policies and procedures, and relevant product and service knowledge
  • Participate in ongoing training and self-development with an aim to provide top-quality customer service and industry knowledge
  • Work as part of a team under general supervision
  • Occasionally provide in-person service to walk-in customers as required
  • Provide administrative support where required

 

QUALIFICATIONS & SKILLS

  • Completion of a Post-Secondary Diploma or Certificate, and previous customer service experience interacting with the public.  A combination of training and experience will be considered.
  • Previous experience in the insurance or health care industry or with the administration of group benefit plans would be considered an asset
  • Working knowledge of Microsoft Office including Word and Excel with the ability to easily learn new software programs
  • Demonstrated commitment and passion to excel in the delivery of superior customer service
  • Must possess strong written and verbal communication skills
  • Effective listening and problem solving skills
  • Must be service oriented and responsive to customer needs
  • High degree of accuracy and attention to detail is required
  • Ability to work effectively with others in a team environment
  • Reliability and punctuality are essential
  • Availability to work core business hours (Monday-Friday 8:30 a.m. - 5:00 p.m.), with a strong commitment to work schedules
  • The successful candidate will be required to undergo a background check
  • Must be legally entitled to work in Canada on an unrestricted basis
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