customer service representative – unionized

WHO WE ARE
When it comes to health, we're always looking for ways
to push for better. It's why we were founded in the first place. In 1957, our
founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health
by forgoing her own medicine to pay for her sick daughter's prescription. He
knew there had to be a better way. So, he introduced North America's first
prepaid drug plan, and GreenShield was born as a not-for-profit with a mission
to support better health for all Canadians.

We aren't just a health and benefits company. We're
the only not-for-profit social enterprise that brings worlds of coverage and
care together, all in one place.
We're noble challengers, purposefully building a better
way and we need the best people to help us create a more holistic approach that
takes care of the mind and body.
Our mission is to create better health for all
Canadians, and we know that starts with our employees. 

THE
ROLE IN A NUTSHELL

Base Salary:  CAD $

• Responsible for customer service to clients; who will consist of providers, members and clients.
• Strive to maintain a high level of customer service for in-bound/outbound calls, and emails. 
• Solid working knowledge of GreenShield's services, products, policies and procedures. 
• Responsible for accuracy and reconciliation of all customer interactions. 
• Adhere to industry-standard key performance indicators (ex. handle time, customer satisfaction scores, schedule adherence). 
• Provide recommendations of available services that will improve a member's overall health. 
• Utilize all available technology to maximize customer service. 
• Perform other related duties as assigned. 

WHO WE'RE LOOKING FOR

• Ability to create delightful experiences at every interaction.
• Experience providing exceptional customer service and communication, that exemplify respect and courtesy in fast-paced environments. 
• Maintain a seated position for extended periods of time. 
• Maintain a positive problem-solving attitude during stressful situations. 
• Experience performing in a collaborative team environment.  
• Proficient in MS Office, and web browsers (Chrome, Internet Explorer). 
• Experience multitasking in a high-tech environment. 
• Healthcare experience is considered a nice-to-have.
• Professional-level communication in English are a requirement for this position. 

Nice to Have: 

• Professional-level communication in French is considered a nice-to-have for this position.

TRAINING PERIOD: 

• The training period for this position is 30 calendar days. 
• Salary range for this position is in accordance with Article 22 of the Collective Agreement. 
• This position is posted in accordance with Article 13 of the Collective Agreement 

THE CULTURE
We believe a career should be meaningful. Not just a
means to earn a living. Our culture is one where everyone's voice is heard and
valued. Because that's what it takes
to create better health for all. We dare to challenge the status quo. And we're
driven by people who have challenged theirs.  We believe that your
workplace should empower you to be the best version of yourself. That's why we provide a
place where you can be inspired, challenged, and rewarded. 
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.
We believe our people are
critical to our overall success. Inclusivity makes us a stronger, smarter and
more informed organization. Being intentionally inclusive of diverse
backgrounds, perspectives and experiences will enhance our company culture to
positively impact how we support our communities. A career at GreenShield isn't just about personal
achievements, it's about making a
difference together.
Here's to Better Health for All

A
FEW MORE DETAILS
Proficiency in English is required
for this position. As part of this role, you will be required to communicate
with colleagues or customers who use English as their primary language.  By requiring English proficiency for this
position, we aim to ensure that our employees can excel in their roles,
collaborate, and communicate effectively, and contribute to the success of our
organization. 

GS supports diversity, equity and
inclusion in our teams and communities, and we value the unique contributions
made by all. Even if your experience doesn't align perfectly to every
requirement, we invite you to apply.   We encourage applications from
all candidates and will accommodate needs under human rights legislation
throughout all stages of the recruitment and selection process. Please let us
know of any accommodation through Information received relating to
accommodation will be addressed confidentially. 

Providing this information gives
GS consent to use your personal information to assess your suitability for
specific positions, future opportunities or for your personnel file. Your
résumé will be held in strict confidence and will be viewed only by the
Organization. Information may be stored outside of Canada and could be used for
aggregate statistical purposes (which uses no personal identification). 

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.