Customer Service Professional – Group Benefits

• Our client, a large insurance firm, is currently seeking customer service representatives to join their team in Waterloo, ON! This role is best suited for someone with 2+ years of Customer Service-related experience, including previous customer service experience in an information center, service sector or working as an admin/csr in a medical office where they submit claims prior.

The Role:

As a Customer Service Professional, you will be responsible for managing all aspects of customer service and addressing customer needs through inbound phone, email, online chat and at times outbound follow- up services, all pertaining to group plan insurance benefits. Customers may be internal or external with requests of varying degrees of complexity. Must have strong interpersonal, customer service and communication skills.

• Providing timely, accurate responses to those requesting information on products and service offerings
• Inbound calls
• Will be measured against KPIs – Average handle time (includes talk time). ACW (After call work). Hold Time. NPS – Customer Satisfaction. Quality Accuracy and Compliance.
• Troubleshooting plan member system and plan queries
• Inbound Call Center – about 50 calls per day (goal is to be 10 minutes or under on each call)
• They will be cross trained in a specialty such as specific ‘dental claims’ and working with dental offices and if so then those dental claims calls will be directed to them
• If trained in health, then many calls could be on Group Benefits Balances

o Example: Why a claim was declined, or only partial

o Goal: Quickly navigate the source documents to gather the right information

Qualifications

• 2+ years of Customer Service-related experience, including previous customer service experience in an information center, service sector or working as an admin/csr in a medical office where they submit claims prior.
• Previous experience with technology and navigating multiple systems
• High School Diploma
• Ability to go into the office 3 days a week in Halifax

Employee Value Proposition (EVP)

• Ability to convert to permanent after 6 month contract
• Supportive culture with focus on people
• The successful candidate will have the opportunity to make a difference by being there for our members at a moment in their lives where it matters most
• You enjoy finding solutions and have skills in problem-solving and decision-making
• You have no doubt about your ability to quickly learn and apply new knowledge.
• You wish to contribute to a stimulating and positive work environment that promotes diversity. You want to be part of a highly performing team whose members support each other.
• You know how to achieve key performance indicators and take responsibility for them.

Work Environment

Waterloo, ON

Working Arrangement: Hybrid, 3 days in office Tuesday/Wednesday/Thursday

Contract Duration: 06/02/2025 to 12/10/2025

Schedule Hours: Hours of operation are 9:00am – 9:00pm AST Monday – Friday. Rotating work schedule within hours of operation, rotates a week at a time.

Business Drivers/Customer Impact

• You must connect your computer to the modem using an Ethernet cable.
• Your workspace must be safe, private, and free from distractions.
• Additionally, it must ensure the protection of clients’ confidential information.
• You will follow a rotating work schedule, changing from week to week, to accommodate clients from different time zones (the rotating shifts start during business hours, from 8 AM to 8 PM [EST], Monday to Friday).

Duration: 6 month contract to hire

Pay and Benefits

The pay range for this position is $20.00 – $21.00/hr.

Workplace Type

This is a hybrid position in Waterloo, ON

Pay and Benefits

The pay range for this position is $20.00 – $21.00/hr.

Workplace Type

This is a hybrid position in Waterloo,ON.

À propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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