Customer Service Specialist – Customer Services Contact Centre

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. As a Customer Service Specialist, you will respond to inquiries from members regarding benefit plans and government-sponsored health programs while ensuring a high level of customer satisfaction.

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
• Make suggestions for ways of improving workflows and processes
• Record and forward customer feedback to the appropriate areas
• Educates customers on various aspects of Blue Cross plans, programs and claiming procedures
• Educates customers regarding our online member site and mobile app
• Logs all calls for statistical purposes

Requirements:

• A wired network connection is required
• Handles complex inquiries independently, utilizing strong listening and problem-solving skills
• Works effectively with people, maintaining pleasant telephone manner
• Optimistic outlook and positive approach in a busy environment
• Conduct research and analysis to determine the root of problems, and independently makes decisions on how to handle problems or unusual situations
• Adjust procedures to fit specific circumstances within contract guidelines
• Assumes ownership of the position and accountability for information relayed to customers
• Assess each customer and addresses the customer's needs effectively
• Demonstrates advanced customer service skills daily
• A criminal record check satisfactory to Alberta Blue Cross will be required as a condition of employment, following a conditional offer
• Preference will be given to those with previous call center experience
• Bilingual fluency in English and French is an asset