Customer Service Specialist – Customer Services Contact Centre

Job description

Accountabilities: Respond professionally and efficiently to telephone inquiries from members with individual and group benefit plans. Provide accurate information regarding government-sponsored health programs and related services. Assess each customer’s needs, investigate inquiries, and take ownership of requests through to complete resolution. Educate customers on benefit plans, programs, claims procedures, online member services, and mobile applications. Research and analyze complex or unusual issues, identify root causes, and make appropriate decisions within established guidelines. Adjust procedures to accommodate individual circumstances while remaining aligned with applicable contract and service requirements. Document calls accurately for statistical and operational purposes and communicate relevant customer feedback to appropriate internal teams. Identify opportunities to improve workflows, procedures, and service delivery based on customer interactions and experience. Requirements: Previous call centre or customer service experience is preferred, particularly in a high-volume or service-oriented environment. Strong listening, communication, problem-solving, and decision-making skills, with the ability to handle complex inquiries independently. Demonstrated ability to assess customer needs, research issues, identify root causes, and determine appropriate solutions. Excellent telephone manner with a professional, positive, patient, and customer-focused approach. Ability to remain optimistic, composed, and effective while working in a busy environment. Strong sense of accountability and ownership, particularly when providing information or guidance to customers. Ability to work within established policies, procedures, and contractual guidelines while adapting solutions to individual circumstances. Strong organizational skills and attention to detail, with the ability to accurately document customer interactions. Bilingual fluency in English and French is an asset. Ability to work effectively from home in a call centre environment with a reliable wired network connection. Willingness and ability to complete approximately 10 weeks of paid virtual training and mentoring, scheduled Monday to Friday from 8:30 a.m. to 5:00 p.m., beginning September 28, 2026. Ability to work the assigned shift following completion of training and mentoring. Successful completion of a criminal record check following a conditional offer is required. Benefits: Full-time, remote work-from-home opportunity in Canada. Approximately 10 weeks of paid virtual training and mentoring to support your transition into the role. Monday-to-Friday virtual training schedule from 8:30 a.m. to 5:00 p.m. Opportunity to build specialized customer service experience within the health benefits sector. Collaborative, team-focused, and high-energy work environment. Support for professional development and career growth. Inclusive workplace that values diverse perspectives, backgrounds, and experiences. Opportunity to contribute ideas that improve customer service workflows and processes. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Specialist – Customer Services Contact Centre based in Canada. This is a full-time, work-from-home opportunity supporting customers with health benefit plans and government-sponsored health programs.You’ll serve as a trusted point of contact, helping members navigate coverage, claims, programs, and digital services.The role combines customer service, active listening, research, and problem-solving in a busy call centre environment.You’ll take ownership of customer inquiries and work independently to resolve complex or unusual situations.You’ll also contribute feedback and ideas that can improve workflows, processes, and the overall customer experience.Paid virtual training and mentoring will prepare you for success before you transition into your assigned shift.A wired network connection is required, and the role offers an opportunity to build valuable expertise in a supportive, team-focused environment.