Contact Centre Representative

WHO WE ARE

When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place.

We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

Hourly Rate: $29.71

Hourly Rate (Post-Probation): $31.76

Salary and progression in accordance with Article 22 of the Collective Agreement.

This position is posted in accordance with Article 13 of the Collective Agreement.

Day in the Life (Realistic Job 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. You’ll 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, you’re 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, you’ll have a direct impact; helping people move forward with confidence during situations that genuinely affect their lives.

At GreenShield, we’re 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 clients—providing 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. You’ll work as part of a collaborative team supported by experienced leaders and clear performance expectations.

Ready to join the mission? Read below, and apply now!

What Success Looks Like

• Delivering consistent, respectful, and accurate service in every interaction
• Meeting service, quality, and schedule expectations
• Contributing positively to a fair, inclusive, and accountable team culture
• Adapting to new tools, processes, and service offerings
• Supporting members with clarity, care, and professionalism

WHO WE'RE LOOKING FOR

• Experience providing customer service in a fast-paced environment
• Professional-level communication skills in English
• 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 complex situations
• Experience working collaboratively in a team environment

Nice to Have

• Experience in healthcare, insurance, or benefits administration
• Professional-level communication skills in French

Training

This role includes a comprehensive, 30-day paid training program, along with ongoing coaching, quality feedback, and learning opportunities.

Schedule

Though, currently, the expected schedule will require you to be available Monday through Friday, from 830 AM to 830 PM. Schedules are determined at the end of training, and you can expect schedule rotations.

All shifts are required to be onsite until you've reached 300 hours of active service, at which point you transition to a hybrid work model.

THE CULTURE

We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.

Where your voice is heard and valued.

Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS

Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through Voir email sur canada.jobradars.com. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate 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.