Job Description

Overview

Are you a passionate, customer-focused, team player looking for an opportunity to make a difference? WorkSafeBC is looking for individuals who can provide outstanding customer service and handle inquiries in a highly responsive and effective manner. At WorkSafeBC we do work that has an impact on people and changes lives. What we do is important and so are the people we do it for.

As a member of our call center team, you'll work alongside other bright, dedicated employees and be exposed to a variety of areas of our business. You'll have opportunities for professional growth and development, as well as advancement at our head office in Richmond or at one of our offices across the province. We offer a competitive salary, comprehensive benefits, career planning guidance, leadership development courses, and policies and programs to support a healthy lifestyle.

What you'll do

As a customer care agent, you will:

• Answer calls from various stakeholders and address queries at the front counter related to worker claims and services and other general inquiries
• Gather critical information for the claims file, which may require placing outbound phone calls to employers, workers, and physicians
• Use your understanding of the claims process to analyze information to ensure WorkSafeBC has the required information to make timely decisions
• Investigate conflicting information on claim files, and ensure that information is reviewed, analyzed, and matched to the appropriate party and/or claim file in a timely manner
• Communicate with clients and other stakeholders in a sensitive and professional manner
• Provide a high level of customer service while soliciting required information from clients and addressing their questions or concerns
• Gather information through questioning, educating clients and other stakeholders on claims processes and requirements, and actively listening to identify problems or barriers

Is this a good fit for you?

We're looking for someone who can:

• Respond to a variety of clients about time-sensitive issues with empathy, tact, respect, and courtesy
• Clearly and accurately explain information in a professional and assertive way, and at a level appropriate for the audience
• Gather and analyze relevant information and facts in a timely fashion
• Interact in a diplomatic, empathetic, and objective manner, and build and maintain rapport with a variety of individuals who are sometimes experiencing difficult circumstances

Your experience and educational background:

• Completion of Grade 12 (post-secondary education is preferred)
• A minimum of 18 months of recent, related work experience in an environment where you managed high volumes of work, and provided exceptional customer service
• Experience working in a call center is an asset
• General knowledge of Microsoft Office (Word, Excel)
• Must type a minimum of 35 words per minute
• Excellent English language skills, including grammar and spelling

You must submit your application by 4:30 p.m. on the closing date of the competition.

If you're short-listed, you'll receive an email with instructions to complete online tests (typing and reading comprehension).

If you require an accommodation in the assessment process, please email at the time you submit your application.

Who are we?

At WorkSafeBC, we're dedicated to promoting safe and healthy workplaces across British Columbia. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries and diseases occur, we provide compensation, and support injured workers in their recovery, rehabilitation, and safe return to work. We also work diligently to sustain our workers compensation system for today and future generations. We're honoured to serve the 2.4 million workers and 245,000 registered employers in our province.

WorkSafeBC requires all employees to be fully vaccinated against COVID-19. In implementing the policy, WorkSafeBC will consider its obligations to accommodate those staff who are unable to be vaccinated.

We recognize that our ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences, and which reflects the diversity of the people we serve. We are committed to fostering a welcoming, inclusive, and supportive work culture where everyone can contribute as their best, authentic self. We encourage all qualified applicants to apply.

What's it like to work at WorkSafeBC?

It's challenging, stimulating, and very rewarding. Our diverse range of positions offer excellent opportunities for professional growth. Every day, the work we do has an impact on people and changes lives. What we do is important and so are the people we do it for.

Our benefits

Being part of WorkSafeBC means being part of a strong, committed team. Along with a competitive salary of $24.48 per hour, your total compensation package includes vacation, optional leave arrangements, health care and dental benefits, and contributions toward your retirement pension. As a member of our team, you'll have access to services and benefits that can help you get the most out of work -- and life.

WorkSafeBC has adopted a hybrid model offering opportunities to work remotely and onsite based on the operational needs of the position.

Learn more about .

This position is restricted to those legally entitled to work in Canada.

Thank you, in advance, for applying.