Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Bilingual customer service representative supporting Canadian health insurance providers and members remotely. Resolving inquiries through phone and email while navigating multiple software applications in English and French.
Responsibilities
- Provide support and service to providers and members in the federal contact center
- Serve as the first point of contact for inquiries
- Effectively problem-solve and contribute positively to a team environment
- Ensure callers receive the highest possible level of customer service
- Support callers while navigating multiple software applications
- Understand callers’ needs and determine effective results
- Communicate with customers and internal stakeholders in English and French
- Work scheduled 7.5-hour shifts Monday to Friday, including evening shifts after training
Requirements
- Ability to work varying shifts between 7am and 10pm Monday to Friday
- Customer-focused attitude
- Clear, concise, and friendly communication through email and phone
- Training and education and/or relevant working experience in customer service or health
- At least a high school diploma
- Ability to concentrate and maintain high attention to detail
- Ability to sit while using a computer and headset for prolonged periods
- Strong technical aptitude
- Ability to multitask and navigate multiple software applications simultaneously
- Problem-solving ability and ability to learn quickly
- Fluently bilingual in English and French, written and verbal
- Reliability Status Clearance (Enhanced Level B) required
- Fingerprinting, Criminal Record Check, and Credit Check required
- Must have resided in Canada for at least 5 years
- Must hold Permanent Resident or Citizenship Status
- Private, secure, quiet, distraction-free home working area with locked doors and controllable environment
- Approved home internet network
- Contact Centre experience is successful in this environment; 2+ years is noted as advantageous for success
Benefits
- Monday to Friday shifts ending at 10 pm AT
- No overnights
- No weekends
- Extensive virtual paid training program
- Permanent full-time position with opportunity to grow
- Flexible work arrangements and work-life balance
- Remote and hybrid work options
- Comprehensive health, vision and dental plan, 100% employer paid effective on the first day
- 100% employer-matched Defined Contribution Pension Plan
- Annual Incentive Bonus
- Paid vacation
- Gifted week of vacation in the first year
- Optional Vacation Purchase Program
- Personal learning and growth opportunities
- Career development opportunities
- Supportive leadership, training, and team resources
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