Job Description

Description :

Saskatchewan Blue Cross\xc2\xae, one of Saskatchewan\xe2\x80\x99s 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

If you are technology savvy, an exceptional communicator, thrive under pressure, and enjoy team-based environments, then we\xe2\x80\x99re looking for you! While working in a dynamic Member Experience Centre, this position is responsible for providing exemplary customer relations in support of retaining existing members and in the pursuit of attracting new business. Navigating through numerous technical systems, the Customer Service Representative will stive for first-call concern resolution, in relation to the products and services offered by Saskatchewan Blue Cross. To be successful in this position you\xe2\x80\x99ll need to enjoy customer service, conflict resolution, documentation, and be solution focused.

WHY CHOOSE SASKATCHEWAN BLUE CROSS?

We\xe2\x80\x99re driven by a mission to empower communities on their journey to whole health and wellness, and have a lot of exciting things ahead of us. We\xe2\x80\x99re improving our members\xe2\x80\x99 experiences through investment in our people, technology, services and products. When you join our team, you\xe2\x80\x99re joining an organization where employees are valued, recognized for their contributions and empowered to make us stronger. The wellbeing of our employees, our members, our partners and our communities is at the heart of our operations.

Our industry is evolving fast, and so are we! We\xe2\x80\x99re looking for people who:

• Share our values
• Believe that creating great experiences is totally within their control
• Collaborate and always set others up for success
• Build positive relationships and an understanding of what people\xe2\x80\x99s needs are
• See solutions and possibilities (not problems!)
• Are simply outstanding at what they do

• Provide clients with a superior customer experience addressing various benefit inquires and/or concerns, while responding to customers through telephone, email, and in-person interaction
• Expected to learn and perform duties at the front counter
• 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 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
• Engage 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
• Offer administrative support where required, including but not limited to, responding to customer email inquiries
• Other related duties or projects as assigned

• Completion of a two-year Diploma or Certificate from an accredited post-secondary institution is a relevant field, or an equivalent combination of education, training, and experience
• A minimum of 1-3 years\' experience in customer service is required
• Previous experience in the insurance or health care industry or with the administration of group benefit plans would be considered an asset
• Basic understanding of the Canadian healthcare system is required
• Robust 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, recall, and apply 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
• Possess strong written and verbal communication skills
• Effective listening and problem-solving skills
• Service oriented and responsive to customer needs
• High degree of accuracy and attention to detail is required
• Work effectively with others in a team environment
• Reliability and punctuality are essential
• Availability to work core business hours in-office (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

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