Customer Services Full Time Work from Home Representative - Contact Centre
Alberta Blue Cross
Edmonton, AB
FUNCTION:
The Customer Service Representative (CSR) acts as a direct resource to customers for benefit and claims information. CSR’s are expected to respond to all telephone inquiries quickly, effectively and in a manner which preserves the company’s excellent reputation. CSRs must possess a thorough understanding of all individual and employer-sponsored plans, contracts, systems and government-sponsored programs. As a result, a comprehensive in house training program is provided.

DUTIES AND RESPONSIBILITIES:
Responds to telephone inquiries from members with individual and group benefit plans.
Responds to telephone inquiries regarding general information on government-sponsored health programs.
Follows up customer requests to ensure complete handling of the caller’s inquiry.
Makes suggestions for ways of improving workflows and processes.
Records and forwards customer feedback to the appropriate areas.
Responsible for the maintenance of information systems when advised of updates to the policies and procedures as well as the addition of new benefit plans and computer systems.
Educates customers on various aspects of Blue Cross plans, programs and claiming procedures.
Logs all calls for statistical purposes.

COMPETENCIES:
Handles complex inquiries independently, utilizing strong listening and problem solving skills.
Works effectively with people, maintaining pleasant telephone manner.
Thrives in a busy environment.
Conducts research and analysis to determine the root of problems, and independently makes decisions on how to handle problems or unusual situations.
Adjusts procedures to fit specific circumstances within contract guidelines.
Assumes ownership of the position and accountability for information relayed to customers.
Assesses each customer and addresses the customer’s needs effectively.
Demonstrates advanced customer service skills on a daily basis.

SKILLS AND KNOWLEDGE:
Must be proficient in Microsoft Word Basics.
Preference will be given to individuals with proven customer service experience with either in person or over the phone contact. A true commitment to a career as a call centre representative is an absolute must.
Must be able to work under pressure, manage stress with a high tolerance and maintain composure
Bilingual in French would be considered an asset and applicants will be given priority.
Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment. This position will remain open until suitable candidates are selected. If you have the qualifications we are looking for, please apply online at www.ab.bluecross.ca.