Customer Service Representative

Job Description

Job Description

Job description:

Fintech Select Ltd. is a financial technology company with a subsidiary, Selectcore Communications, operating a 24/7/365 customer contact centre in downtown Chatham, Ontario.

We are currently seeking dedicated and customer-focused individuals to join our Customer Care team, supporting a client in the U.S healthcare and pharmaceutical industry. Also seeking Spanish speaking representatives. Preferably from Alberta due to the time zone.

This position offers the opportunity to work in a fast-paced, team-oriented environment where providing exceptional customer service is our top priority.

Scheduling Requirements: Applicants must be available to work day and afternoon shifts between 9:00 a.m. and 9:00 p.m mst., including weekends and holidays.

The Opportunity

As a Customer Care Representative, you will handle inbound calls from patients, Pharmacies and health care professionals and assist with pharmaceutical manufacturer co-pay and savings card programs. You will help customers navigate program requirements, answer questions, verify eligibility, and provide clear, accurate information.

Our customers rely on us for professional, friendly, and efficient service. The successful candidate will demonstrate empathy, attention to detail, and a commitment to delivering a positive customer experience with every interaction.

What We Offer

• Wage of $17.95 per hour
• Interactive, paid training
• Career advancement opportunities
• Flexible scheduling options
• A supportive and approachable management team
• A positive, family-oriented workplace culture
• Remote work opportunities, depending on location and business requirements

Key Responsibilities

Under the direction of a Supervisor, you will:

• Answer inbound customer service calls regarding pharmaceutical manufacturer co-pay and savings card programs.
• Verify patient insurance eligibility and assist with program enrolment.
• Explain program features, terms and conditions, and eligibility requirements.
• Assist with savings offer activations, pharmacy claim transactions, and related instructions.
• Respond to frequently asked questions and provide accurate program information.
• Identify and report adverse events, product quality complaints, and other reportable safety information in accordance with established procedures.
• Contact external departments when additional information or assistance is required.
• Search customer accounts, navigate multiple computer applications, gather information, document interactions, and complete required data entry.
• Maintain an up-to-date understanding of assigned programs, policies, procedures, and telephone systems.
• Meet established customer service and quality standards.
• Follow assigned work schedules and all company policies and procedures.
• Perform other related duties as required to support Customer Care operations.

Essential Qualifications

• High school diploma or equivalent experience.
• One to three years of customer service experience.
• A clean criminal record, subject to applicable screening requirements.
• General computer proficiency, including Windows applications, email, and the ability to navigate multiple systems.
• Strong typing, data entry, and computer navigation skills.
• Availability to work scheduled day and afternoon shifts, including weekends and holidays.

Skills and Competencies

Customer Service: A professional telephone manner, positive attitude, empathy, and a genuine commitment to helping customers.

Communication: Strong verbal and written communication skills, active listening, and the ability to communicate clearly and professionally in a variety of situations.

Adaptability: The ability to work effectively in a fast-paced environment, adjust to changing priorities, multitask, and adapt to the needs of each caller.

Attention to Detail: Accuracy when reviewing information, verifying eligibility, documenting interactions, and following established procedures.

Problem-Solving and Judgment: The ability to assess situations, exercise sound judgment, and understand the impact of decisions.

Learning and Organization: The ability to learn, retain, and apply program information, follow processes, stay current with updates, and work independently.

Teamwork: A collaborative approach and the ability to contribute to a positive, productive work environment.

Bilingualism: French or Spanish language skills are considered a definite asset.

Employment Details

• Position: Customer Care Representative
• Employment Type: Seasonal contract
• Initial Contract: 4 months, with the possibility of month-to-month extensions
• Hours: Up to 40 hours per week with the possibility of overtime hours
• Shift Availability: Day and afternoon shifts between 8:00 a.m. and 10:00 p.m., including weekends and holidays
• Work Arrangement: Remote Alberta only

Equal Opportunity Employer

Fintech Select Ltd. is a diverse and equal opportunity employer. We welcome applications from all qualified candidates and are committed to providing accommodations for accessibility needs throughout the recruitment and selection process upon request.

All applications will be treated confidentially. We appreciate the interest of all applicants; however, only those selected for an interview will be contacted.

Work Location: Remote Alberta

Benefits:

• Flexible schedule
• Work from home