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 Bilingual Customer Service Representative (CSR) plays a central role in delivering high-quality client service within Accerta’s Contact Centre in both English and French. As a first point of contact for clients, Bilingual CSR responds to inquiries across multiple communication channels, including phone, chat, mail, email, and portal messages, while ensuring clear, accurate, and professional communication in both official languages. Working in a fast-paced, high-volume environment, the Bilingual CSR 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 both English and French 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 in both official languages, ensuring clients receive consistent, respectful, and accessible service. Conduct outbound follow-ups and proactive outreach in English or French, 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 bilingual service delivery. Collaborate with team members and leadership to identify service gaps, support continuous improvement, and strengthen the client experience. Perform other duties assigned to support Contact Centre operations.

Required Skills And Qualifications

Knowledge and Experience

Minimum 2 years of experience in a call centre, customer service, benefit administration, dental office, or related service environment. Fluency in both English and French, with strong verbal and written communication skills in both languages. Ability to communicate clearly, professionally, and accurately with clients in both official languages across multiple channels. Knowledge of dental procedure codes, social programs, and related benefit administration is an asset. Strong customer service skills with the ability to manage high interaction volumes, multitask effectively, and apply sound judgment. Experience handling complaints and applying conflict resolution and de-escalation techniques. Experience with Microsoft Office, CRM systems, and digital communication tools. Accurate and efficient data entry skills, with strong attention to detail. Ability to adapt to changing client needs, program updates, and evolving technology platforms. Excellent interpersonal skills, with the ability to build trust and rapport with diverse client groups. Strong organizational and time-management skills, with the ability to prioritize effectively in a fast-paced environment. Resilience and professionalism when handling stressful or emotionally sensitive interactions. Commitment to teamwork, collaboration, continuous learning, and service excellence.

Education

Secondary Diploma or equivalent required.

Technical Skills & Abilities

Strong written and verbal communication skills in English and French, with the ability to explain processes clearly and accurately. Strong interpersonal skills with a calm, professional, and client-focused approach. Ability to manage competing priorities in a high-volume service environment. Strong problem-solving and decision-making skills when responding to complex or escalated client inquiries. Strong organizational skills and attention to detail. Commitment to professionalism, empathy, confidentiality, and consistent service delivery.

Familiarity with computers and knowledge of dental procedures code

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 hello@raiserecruiting.com

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