Bilingual Customer Service Representative (Hybrid)

WHO WE ARE

GreenShieldis a proudly Canadian national non-profit health care and insuranceorganization driven by our mission of Better Health for believe health care is aright not a privilege and we are committed to improving health outcomesadvancing health equity and building a future where every Canadian can reachtheir full health and well-being potential.

Throughour unique integrated payer-provider (payvider) model we offerinsurance administer benefits and pay claims as a payer while offeringhealth care services such as mental health pharmacy telemedicine and chronicdisease management as a provider. As a non-profit social enterprise without shareholders we reinvest our excessearnings to directly support underserved communities. Through GreenShieldCares we positively impacted the health and well-being of over one millionCanadians between 2020 and 2025. Whats driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 across mental health essential medicinesand chronic disease management through scalable initiatives that delivermeaningful change in pursuit of our mission of Better Health for All.

AtGreenShield our culture is where purpose meets passion and performance. Our teams work as one to delivermeaningful measurable impact for the people and communities we serve.

THEROLE IN A NUTSHELL

Base Salary: CAD $28.57 - 30.62

WORK ARRANGEMENT On-sitetransitioning to Hybrid (2 days per week in office) after training

Day in the Life (Realistic Preview)

This role is fast-paced and demanding. Calls come one after another and many involve members who are frustrated stressed or navigating real health and financial concerns. Youll need to stay focused think clearly and communicate with confidence; often while managing multiple systems and delivering answers in real time. There is pressure and some days will feel heavy.

But this work matters. In those same moments youre often the person who brings clarity reassurance and real solutions when people need it most. If you can stay grounded under pressure and take ownership of each call youll have a direct impact; helping people move forward with confidence during situations that genuinely affect their lives.
At GreenShield were creating better health for all Canadians. As a Contact Centre Services Representative (Customer Service Representative) you play a vital role in delivering on that mission. You are often the first point of connection for members providers and clientsproviding respectful knowledgeable and reliable service through phone email and chat channels.

This role operates within a high-volume performance-focused contact centre where quality accuracy and empathy are equally important. Youll work as part of a collaborative team supported by experienced leaders and clear performance expectations.

Read to join the mission Read below and apply now

WHAT SUCCESS LOOKS LIKE
Delivering consistent respectful and accurate service in everyinteraction
Meeting service quality and schedule expectations
Contributing positively to a fair inclusive and accountable teamculture
Adapting to new tools processes and service offerings
Supporting members with clarity care and professionalism

WHO WERE LOOKING FOR
Experience providing customer service in afast-paced environment
Professional-level communication skills in English
Professional-level communication skills in French
Comfort working with multiple systems and technologies at the same time
Ability to remain seated for extended periods
Strong problem-solving skills and ability to remain composed in complexsituations
Experience working collaboratively in a team environment

NICE TO HAVE
Experience in healthcare insurance or benefits administration
Training
Thisrole includes a comprehensive in-person training program along with ongoingcoaching quality feedback and learning opportunities.
Schedule
Thecall centre operates 365 days a year. Shiftsrange from 8am to 11pm from Monday to Sunday. Schedules are determined at the end of training. Most successfulcandidates will initially be assigned a 3:00 PM to 11:00 PM schedule with twoconsecutive days off each week. Days off are not typically scheduled onSaturday and Sunday. As additional shifts become available employees may haveopportunities to move into different schedules through the companys shiftposting process.

THE CULTURE
We believe a career should bemeaningful. Not just a means to earn a living. Our culture is one whereeveryones voice is heard and valued. Because thats what ittakes to create better health for all. We dare to challenge the status quo. Andwere driven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version ofyourself. Thats why we provide a place where you can be inspired challengedand rewarded.

Where your growth meansour growth.
Where your voice is heardand valued.
Where your work haspurpose. And purpose matters.

We believe our people are critical toour overall success. Inclusivity makes us a stronger smarter and more informedorganization. Being intentionally inclusive of diverse backgroundsperspectives and experiences will enhance our company culture to positivelyimpact how we support our communities. A career at GreenShield isnt justabout personal achievements its about making adifferencetogether.

Heres to Better Health for All!

AFEW MORE DETAILS
Proficiency in English is requiredfor this position. As part of this role you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition we aim to ensure that our employees can excel in their rolescollaborate and communicate effectively and contribute to the success of ourorganization.

GS supports diversity equity andinclusion in our teams and communities and we value the unique contributionsmade by all. Even if your experience doesnt align perfectly to everyrequirement we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions and ideate on interview questions. We also leverage AI for interview transcription support.

Required Experience:

Unclear Seniority