Customer Service Representative, Contact Centre

Full-time, permanent position Hybrid working environment, easily accessible downtown Toronto location Competitive salary package with benefits package that include Health Spending accounts, internet allowance and a one time home office setup allowance Our client is a B Corp certified social enterprise enabling healthcare equality for all. As a social enterprise, they manage dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Their targeted experience and innovative technology provide cost savings, reliable service, process continuity, and accurate, insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration. The Customer Service Representative (CSR) plays a central role in delivering high-quality client service within the 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. Details This is a full-time, permanent position offering a hybrid work model that blends remote work with planned in-office days. You will be required to visit the Toronto office once-twice a month. Primary Accountabilities 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. Required Skills And Qualifications Knowledge and Experience: 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 fast-paced environment. Commitment to teamwork, collaboration, continuous learning, and service excellence. Education Secondary Diploma or equivalent required. Technical Skills & Abilities Excellent written and verbal communication skills with the ability to explain processes clearly and accurately. Effective interpersonal skills with a calm, professional, and client-focused approach. Ability to manage competing priorities in a high-volume service environment. Sound problem-solving and decision-making skills when responding to complex or escalated client inquiries. High level of organization and attention to detail. Commitment to professionalism, empathy, confidentiality, and consistent service delivery. Looking for Meaningful Work? We can help. Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity. We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities. We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/ In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or [email protected] #IMWM,

The CSR serves as the first point of contact, responding to client inquiries across phone, chat, email, and portal channels. They are responsible for resolving issues, documenting interactions in the CRM, and ensuring adherence to privacy protocols like PHIPA.

Candidates must have a secondary diploma and at least 2 years of experience in a dental office or clinic environment. Proficiency in English and experience with dental terminology and benefit administration are required.

• Health Spending Accounts • Internet Allowance • Home Office Setup Allowance

• Gestion du tempsSouhaitée
• Service à la clientèleSouhaitée
• written communicationSouhaitée
• Résolution de problèmesSouhaitée
• Microsoft OfficeSouhaitée
• CRM SystemsSouhaitée
• Saisie de donnéesSouhaitée
• Conflict ResolutionSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Dental Billing
• Dental Procedure Codes
• Conflict Resolution
• De-escalation
• CRM Systems
• Microsoft Office
• Data Entry
• PHIPA Compliance
• Written Communication
• Verbal Communication
• Time Management
• Problem Solving
• Case Documentation
• Benefit Administration

• Customer Service & Support
• Healthcare
• Social Services
• Administrative
• Government & Public Sector

Formation minimale

Études secondaires

Expérience minimale

2+ ans

Postuler avant le

10 oct. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Présence au bureau

1 jours par semaine

Niveau d’expérience

Entry level