Customer Service Representative, Employee Records and Benefits
Role Overview
The Customer Service Representative reports to the Manager, Employee Records and Benefits and works under the direction of the Team Coordinator.
The role supports internal and external customers through the Customer Contact Centre using phone, fax, email, and an internal ticketing application.
The representative is a first point of contact and is expected to resolve inquiries with professionalism, composure, compassion, and diplomacy.
Key Skills for This Role
Full Job Posting
Role overview
The Customer Service Representative reports to the Manager, Employee Records and Benefits and works under the direction of the Team Coordinator.
The role supports internal and external customers through the Customer Contact Centre using phone, fax, email, and an internal ticketing application.
The representative is a first point of contact and is expected to resolve inquiries with professionalism, composure, compassion, and diplomacy.
Duties and accountabilities
- Respond accurately to inquiries across communication channels; apply legislation, regulations, policies, procedures, and plan rules to resolve issues and follow up promptly.
- Assess customer needs, determine appropriate actions, and provide a consistent, high-quality, customer-centered service.
- Meet documented service-level targets for calls and tickets, and document inquiries accurately in the ticketing application.
- Assign inquiries requiring support from other Employee Services teams.
- Support and educate approved users in submitting accurate requisitions and forms.
- Perform other related duties as assigned.
Qualifications
- Education, training, and experience equivalent to high school graduation, supplemented by relevant post-secondary coursework in an appropriate discipline.
- Relevant disciplines include customer service, business administration, and administrative or office systems.
- At least two years of recent related experience in a customer service environment.
- Fast-paced call center experience is an asset.
Safety and service context
PHSA identifies patient and employee safety and continuous improvement of quality and safety as priorities shared by everyone.
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