Contact Centre Representative (Hybrid)

WHO WE ARE
When it comes to health were always looking for ways to push for better. Its why we were founded in the first 1957 our founder pharmacist William Wilkinson witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughters prescription. He knew there had to be a better way. So he introduced North Americas first prepaid drug plan and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.

We arent just a health and benefits company. Were the only not-for-profit social enterprise that brings worlds of coverage and care together all in one place.
Were noble challengers purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians and we know that starts with our employees.

THE ROLE IN A NUTSHELL

Compensation: CAD $57934.50 - Post-Probation Compensation: $61932.00

The above compensation is comprised of a breakdown between base salary and a Cost of Living Adjustment tied to the Consumer Price Index of Canada which is reviewed on a quarterly basis.

Day in the Life (Realistic Preview)

This role is fast-paced and demanding. Calls come one after another and many involve members who are frustrated stressed or navigating real health and financial concerns. Youll need to stay focused think clearly and communicate with confidence; often while managing multiple systems and delivering answers in real time. There is pressure and some days will feel heavy.

But this work matters. In those same moments youre often the person who brings clarity reassurance and real solutions when people need it most. If you can stay grounded under pressure and take ownership of each call youll have a direct impact; helping people move forward with confidence during situations that genuinely affect their lives.

At GreenShield were creating better health for all Canadians. As a Contact Centre Services Representative (Customer Service Representative) you play a vital role in delivering on that mission. You are often the first point of connection for members providers and clientsproviding respectful knowledgeable and reliable service through phone email and chat channels.

This role operates within a high-volume performance-focused contact centre where quality accuracy and empathy are equally important. Youll work as part of a collaborative team supported by experienced leaders and clear performance expectations.

Read to join the mission Read below and apply now!

What Success Looks Like

Delivering consistent respectful and accurate service in every interaction
Meeting service quality and schedule expectations
Contributing positively to a fair inclusive and accountable team culture
Adapting to new tools processes and service offerings
Supporting members with clarity care and professionalism

Experience providing customer service in a fast-paced environment
Professional-level communication skills in English
Professional-level communication skills in French
Comfort working with multiple systems and technologies at the same time
Ability to remain seated for extended periods
Strong problem-solving skills and ability to remain composed in complex situations
Experience working collaboratively in a team environment

Nice to Have

Experience in healthcare insurance or benefits administration

Training

This role includes a comprehensive in-person 30-day paid training program along with ongoing coaching quality feedback and learning opportunities.

Schedule

Though currently the expected schedule will require you to be available Monday through Friday from 830 AM to 830 PM there could be an expectation to work weekends and/or later shifts as well in the future. Schedules are determined at the end of training and you can expect schedule rotations.

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyones voice is heard and valued. Because thats what it takes to create better health for all. We dare to challenge the status quo. And were driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. Thats why we provide a place where you can be inspired challenged and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger smarter and more informed organization. Being intentionally inclusive of diverse backgrounds perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isnt just about personal achievements its about making adifference together.

Heres to Better Health for All!

A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position we aim to ensure that our employees can excel in their roles collaborate and communicate effectively and contribute to the success of our organization.

GS supports diversity equity and inclusion in our teams and communities and we value the unique contributions made by all. Even if your experience doesnt align perfectly to every requirement we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions and ideate on interview questions. We also leverage AI for interview transcription support.

Required Experience:

Unclear Seniority