Customer Service Representative

Accerta Claim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), both known as Accerta, which is a is a social enterprise, that manages dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Our targeted experience and innovative technology provide reliable service, process continuity, cost savings, as well as accurate and insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.

Accerta is a Certified B Corporation which is a testament to the values on which we've built our business: serving our customers, caring for our employees, and supporting our community and the environment. Being part of the B Corp movement means we're committed to continual improvement and making business a force for good. Thank you to our team and stakeholders who have helped us achieve this significant milestone!

The Customer Service Representative (CSR) plays a central role in delivering high-quality client service within Accerta’s Contact Centre. As a first point of contact for clients, the CSR responds to inquiries across multiple communication channels, including phone, chat, mail, email, and portal messages, while ensuring clear, accurate, and professional communication. Working in a fast-paced, high-volume environment, CSRs supports access to essential social programs, resolves client issues efficiently, documents interactions accurately, and contributes to a consistent and accessible client experience.

• Deliver high-quality client service in English across all touchpoints, including phone, chat, email, mail, and portal-based communications.
• Respond to inbound inquiries promptly and professionally, identifying client needs and providing accurate information aligned with program rules, processes, and service standards.
• Provide clear verbal and written communication, ensuring clients receive consistent, respectful, and accessible service.
• Conduct outbound follow-ups and proactive outreach as required, to support first-contact resolution and reduce repeat inquiries.
• Action updates or corrections based on information received through Contact Centre interactions, ensuring accuracy, completeness, and consistency.
• Record detailed and accurate case notes in the CRM to support continuity, service visibility, and effective follow-up.
• Meet or exceed performance targets related to call handling, response times, turnaround times, quality, and other key Contact Centre metrics.
• Navigate complex or emotionally sensitive client situations using sound judgment, problem-solving, and de-escalation skills.
• Maintain strict adherence to privacy, confidentiality, and client authentication requirements, including PHIPA and internal protocols.
• Stay current on program updates, policy changes, and system enhancements to ensure accurate and efficient service delivery.
• Collaborate with team members and leadership to identify service gaps, support continuous improvement, and strengthen the client experience.
• Perform other duties as assigned to support Contact Centre operations.

• Minimum 2 years of experience in a dental office, clinic, or related dental services environment, with an understanding of dental procedure codes, terminology, billing practices, and benefit administration.
• Fluency in English with strong verbal and written communication skills and the ability to provide clear, professional, and accurate client support across phone, email, chat, and other service channels.
• Knowledge of social assistance programs, government-funded benefit programs, and related benefit administration is an asset.
• Excellent interpersonal and customer service skills, with the ability to build trust and rapport with diverse client groups, handle complaints effectively, apply conflict resolution and de-escalation techniques, and maintain professionalism during stressful or emotionally sensitive interactions.
• Experience with Microsoft Office, CRM systems, and digital communication tools is an asset.
• Accurate and efficient data entry skills, with strong attention to detail.
• Ability to adapt to changing client needs, program updates, and evolving technology platforms.
• Strong organizational and time-management skills, with the ability to prioritize effectively in a…