Customer Service Specialist – Customer Services Contact Centre
RemoteAlberta, Virginia, United States
Job Summary
Respond to telephone inquiries from members regarding individual and group benefit plans, government-sponsored health programs, and claiming procedures. Educate callers on Blue Cross plans, programs, and the online member site and mobile app. Follow up on customer requests to ensure complete handling and record all calls for statistical purposes. Forward customer feedback to appropriate areas and make suggestions for improving workflows. Handle complex inquiries independently by conducting research to determine root causes and adjusting procedures within contract guidelines. Maintain a pleasant telephone manner while assessing each customer's needs effectively. This role requires working from home with a wired network connection and involves completing virtual training from 8:30 am to 5:00 pm Monday to Friday before assuming the assigned shift.
Required Qualifications
- A wired network connection
- Must be able to work the assigned shift of this position once training and mentoring have been completed
- Criminal record check satisfactory to Alberta Blue Cross
Desired Qualifications
- Previous call centre experience
- Bilingual fluency in English and French
- 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
- Conduct research and analysis to determine the root of problems and independently makes decisions on how to handle problems or unusual situations
- Adjust procedures to fit specific circumstances within contract guidelines
- Assumes ownership of the position and accountability for information relayed to customers
- Assess each customer and addresses the customer's needs effectively
- Demonstrates advanced customer service skills daily
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