Job Detail

Saskatchewan Blue Cross®, one of Saskatchewan’s Top Employers, is currently recruiting for a full-time permanent Customer Service Representative to join our Member Experience Centre located in our Regina office.

JOB FUNCTION

While working in a dynamic and stimulating Member Experience Centre, this position is responsible for maintaining positive customer relations by handling inquiries from prospective customers and current members 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 customers per day through telephone and email
• Listen to and analyze customer questions or concerns with varying degrees of complexity
• Navigate through multiple software programs to relay direct and accurate information and to determine appropriate response, action, escalation or referral, following established processes as required
• Multitask between computer use and maintaining conversations with customers while ensuring accuracy and attention to detail
• Retain and utilize a broad range of product and service knowledge to assist customers by interpreting and explaining customer plans, eligibility, entitlements, claim status 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 while promoting and selling company products or services
• Speak with customers about their concerns, providing clarifying information and, when possible, implementing resolutions
• Ensure all interactions are completed within established standards of service delivery and service level objectives to facilitate the achievement of customer satisfaction, productivity and efficiency in a fast-paced and occasionally high-pressure environment
• Update client call record notes, while ensuring adequate details of the call are captured
• 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
• Participate in regular feedback meetings with the Quality Team to review recorded calls and discuss areas for development
• 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, including but not limited to, responding to customer email inquiries
• Other related duties or projects as assigned

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
• Strong computer skills and the ability to multitask between computer and phone use
• Working knowledge of Microsoft Office 365 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 be customer focused and comfortable working toward call centre metrics
• Strong memory skills with the ability to retain and recall large amounts of information
• Enthusiasm for personal and professional growth with an interest in giving and receiving feedback
• Ability to work in a fast-paced environment and handle interactions with varying complexity
• 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
• Candidates must be able to successfully complete the entire training program
• The successful candidate will be required to undergo a background check
• Must be legally entitled to work in Canada on an unrestricted basis