Technical Customer Service Agent; Bilingual | Health Management

Position: Technical Customer Service Agent (Bilingual) | Health Benefits Management
Technical Customer Service Agent (Bilingual) | Health Benefits Management

Location:

Ottawa, ON;
Vancouver, BC;
Toronto, ON;
Calgary, AB;
Rimouski, QC;
Edmonton, AB;
Montréal, QC.

Jobs by Category:
Health

Job Function:
Customer Service

Status:
Full Time

Schedule:

Regular

Description
As a Bilingual Technical Customer Service Agent on our Health Benefits Management team, you will use your technical expertise to directly help retail pharmacy clients, dental offices, and patients nationwide. You will provide support via incoming calls and emails, help analyze, troubleshoot, and resolve issues, and be available to work rotating shifts.

What you’ll do

Perform first‑level support in English and French for all incoming calls, emails, and tickets.

Manage, resolve, and/or escalatete all incoming phone calls, emails, and tickets while maintaining the highest degree of professionalism and service.

Document, troubleshoot, and resolve issues through the internal ticketing system.

Determine severity of issues and prioritize resolution or escalation; walk customers through the problem‑solving process.

Follow up with customers, provide feedback, and see problems through to resolution.

Demonstrate excellent customer service skills and exceed customer expectations.

Preserve and grow knowledge of help desk procedures, products, and services.

Qualifications

Bilingualism in French and English is required.

Designation as a Registered or Certified Pharmacy Technician is a strong asset.

Experience working in a pharmacy, dental office, or health benefits/insurance environment is highly preferred.

Proficient in Microsoft Office Suite.

Ability to identify, diagnose, and resolve issues.

Ability to thrive in a team environment.

Self-motivated with a thirst for knowledge.

Time management skills and ability to multi-task.

Call center or help desk experience is an asset.

Flexibility to work rotating shifts in a 24x7 environment is required.

Benefits & Compensation
Salary Range: $50,000 – $73,000.

Performance Bonus: 5% of base salary.

Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family.

Flexibility to work in‑office, virtually, or a combination of both, based on the role’s requirements.

Generous company‑matched pension and share purchase programs.

Opportunity to give back to communities in which we work, live and serve.

Career growth and learning & development opportunities to develop your skills.

Disclaimer
In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require them to work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery are subject to a Personnel Security Screening conducted through the Government of Canada.

Equal Employment Opportunity
The company is committed to diversity and equitable access to employment opportunities based on ability. Applicants with disabilities are accommodated during the recruitment process as required.

#J-18808-Ljbffr