Bilingual Customer Service Representative (Federal)

Position Type:

If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place.

As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

Building our future talent network:

We are always on the look-out for great talent like you! People with determination, passion, and curiosity who are excited about the idea of being the first point of contact for our company.

We are hiring for upcoming classes and are looking to build a network of Customer Service Representatives. If you are a critical thinker, love providing an amazing customer experience and are ready to start your career in an award-winning company culture with caring leaders and teams, resources, and opportunities to unleash their full potential – let’s talk!

Apply to this posting and if you are selected for further consideration, we will be in contact with you

As a Bilingual Customer Customer Service Representative in our federal contact center, you will provide support and service to our providers and members where you will have the opportunity to effectively problem solve and contribute positively to a team environment. Your objective in this role is to ensure that the person making the inquiry receives the highest level of customer service possible.

Far from your typical contact center experience – we have some of the highest employee satisfaction scores in the whole company.

What’s in it for you?

What makes us a different kind of employer? Our award-winning culture, a team who really cares, unmatched training and support are all dedicated to ensuring you are set up for success.

We offer:

• Monday to Friday shifts ending at 10 pm AT / No overnights / No weekends!

• We offer an extensive virtual paid training program, ensuring you are prepared to hit the floor and take calls.

• Permanent full-time position with opportunity to grow in a well-established organization.

• Flexible work arrangements and emphasis on work-life balance including remote and hybrid work options.

• Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day.

• 100% employer-matched Defined Contribution Pension Plan

• Annual Incentive Bonus which recognizes your contribution to our success.

• In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program.

• An organization where we encourage personal learning and growth with opportunities for career development.

What you need to succeed:

• The ability to work varying shifts between 7am - 10pm Monday to Friday

• You like helping people – this is non-negotiable;

• You are a good communicator – through email and phone, you are clear, concise and friendly;

• Whatever it takes attitude, you like a new challenge every day;

• You have training and education and/or relevant working experience in customer service or health and at least a high school diploma;

• Ensure you are able to concentrate, have high attention to detail and sit while using a computer and on a head-set for prolonged periods of time

• Those who have 2+ years with Contact Centre experience and enjoy this industry have proven to be very successful in our environment;

• Strong technical aptitude – you can multitask and navigate between multiple software applications simultaneously while ensuring you continue to support the caller at the same time;

• You can handle the good and challenging calls;

• You are good at problem-solving master, you understand the callers needs and learn quickly how to get the best results in any environment.

• Must be fluently Bilingual (English and French) both written and verbal in-order to provide services to our customers and communicate with internal stakeholders in both official languages.

Security Clearance:

• In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Shift Requirement:

• Training hours: Monday – Friday (8:00am – 4:15pm AT)

• After training you will be provided with a schedule, working 7.5 hours a day, Monday-Friday, Evening shift to start. We have shift bids based on seniority as per business needs (normally 2-4 times a year)

• Our Centre’s support providers/members from coast-to-coast and our core hours are 7am – 10pm AT

Home Office Requirements:

• Private working area must have a locked door, secure locked perimeter doors, and a locked office space in a controllable environment

• You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work time

• You must always ensure your e-work space is secured before walking away

Remote work requirements:

• Employees must connect to an approved home internet network

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Pay Range:

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

Our recruitment process may involve automated tools, including AI, to assist in screening applications.

If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca.