Hybrid Contact Centre Representative

About the role

Join Green Shield’s mission‑driven contact centre as a Hybrid Contact Centre Representative. You will be the first point of contact for members, providers and clients, delivering respectful, knowledgeable service through phone, email and chat while working both on‑site and remotely.

Key responsibilities

• Answer high‑volume inbound calls, emails and chat messages from members facing health and financial concerns.
• Provide accurate information about benefits, prescriptions and coverage options.
• Navigate multiple internal systems simultaneously to resolve inquiries in real time.
• Meet established service, quality and schedule performance targets.
• Collaborate with team members and leaders to maintain a supportive, high‑performing environment.

Required profile

• Excellent verbal and written communication skills.
• Ability to stay calm, focused and empathetic under pressure.
• Strong attention to detail and commitment to accuracy.
• Effective multitasking and time‑management capabilities.
• Team‑oriented mindset with a willingness to take ownership of each interaction.

Required skills

• No specific technical tools are mandated; proficiency with standard computer and communication systems is expected.

What we offer

• Competitive salary with a cost‑of‑living adjustment tied to the Canadian CPI.
• Hybrid work arrangement allowing flexibility between office and remote locations.
• Supportive leadership, clear performance expectations and opportunities for growth.
• Purpose‑driven environment focused on improving health outcomes for all Canadians.