[Remote] Customer Service Specialist – Customer Services Contact Centre
Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Company Overview