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Job Details

Job order - J1013-0078 - Long Term Full-Time
Title Customer Contact Representative
Category Call Centre
City Edmonton, Alberta, Canada

Job Description Customer Contact Representative

Position Overview:
Claims Contact Centre Edmonton
Temporary Full-Time Positions and Eligibility List

Contact Centre Representatives provide quality service to our customers by responding to inquiries about the claims process or other specific inquiries that may require looking for and providing information. Inquiries are received from all types of stakeholders (workers, employers and their reps; medical community, government, etc). Contact Centre Representatives also educate stakeholders on Workers' Compensation benefits and services.

Assess the caller's concerns and determine and perform the appropriate action required, using logic and good judgment.
Provide accurate responses to inquiries from claimants, employers, medical and service providers in addition to answering general inquires on WCB matters in a busy inbound call centre.
Collect relevant claim related information to assist Adjudication and Case Management teams.
Accurately document pertinent information in a clear and concise manner.
Correctly release information to ensure compliance with FOIP legislation.
Communicate effectively with a diverse group of internal and external customers and stakeholders.
Provide face to face customer service at the front counter as required.

Superior verbal and written communication skills.
Well-developed interpersonal and organizational skills.
Proficient computer/keyboarding skills are essential with experience using MS Office.
Must be flexible and able to adapt to a dynamic environment.
Reliability is critical and you must be able to work between the hours of 8:00 am to 4:45 p.m., Monday to Friday with occasional shift changes.
Professional and positive behavior is a must.
Ability to independently make decisions and handle complex inquiries.
Post-secondary education in a health related discipline, business, science or arts with related experience or equivalent combination of education and experience is an asset.
Knowledge of medical terminology and or other related experience is a definite benefit.
Experience in an inbound contact/call centre is preferred.

Salary Range 6/7
Start Rate: $43,632 per annum to
Job Rate: $53,052 per annum

Skill testing will be undertaken for all candidates under consideration. The anticipated start date for successful candidates is January 2014.

Please submit resumes online (quoting tracking number J1013-0078) at External candidates will also be considered.

Posted: November 1, 2013
Closes: November 15, 2013


Reference 403

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