Customer Service Specialist – Customer Services Contact Centre

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for career growth.

OVERVIEW:

As the Customer Service Specialist, you will be working from home in a call centre environment. A wired network connection is required.

Our virtual training class start date will be April 15, 2024, for approximately 8 weeks followed by a 2-week mentoring period. Paid training will be facilitated virtually from 9:30 am to 6:00 pm Monday to Friday. You must be able to work the assigned shift of 9:30 am to 6:00 pm Monday to Friday.

WHAT YOU WILL DO:

• Responds to telephone inquiries from members with individual and group benefit plans.
• Responds to telephone inquiries regarding general information on government-sponsored health programs.
• Follows up customer requests to ensure complete handling of the caller’s inquiry.
• Makes suggestions for ways of improving workflows and processes.
• Records and forwards customer feedback to the appropriate areas.
• Educates customers on various aspects of Blue Cross plans, programs and claiming procedures.
• Educates customers regarding our online member site and mobile app.
• Logs all calls for statistical purposes.

WHAT YOU WILL HAVE:

• Preference will be given to those with previous call centre experience.
• Bilingual fluency in English and French would be an asset.
• Handles complex inquiries independently, utilizing strong listening and problem-solving skills.
• Works effectively with people, maintaining pleasant telephone manner.
• Optimistic outlook and positive approach in a busy environment.
• Conducts research and analysis to determine the root of problems, and independently makes decisions on how to handle problems or unusual situations.
• Adjusts procedures to fit specific circumstances within contract guidelines.
• Assumes ownership of the position and accountability for information relayed to customers.
• Assesses each customer and addresses the customer’s needs effectively.
• Demonstrates advanced Customer Service skills daily.

This position will remain open until suitable candidates are selected.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our employees by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, please apply.