About the position

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.

Responsibilities

• 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.

Requirements

• 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.
• Secondary school diploma or equivalent required; post-secondary education in a related field is an asset.
• 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.

Nice-to-haves

• Knowledge of dental procedure codes, social programs, and related benefit administration is an asset.
• Post-secondary education in a related field is an asset.

Benefits

• Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
• Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
• Opportunities to increase your earnings.
• in a company that promotes from within.
• Time off to volunteer within our community
• working environment with a laptop and two monitors.
• A one-time payment of \$750 included in the employee's first paycheck.
• Access to Mental Health on Demand for employees and their dependents.
• Includes Employee Assistance Program services.
• Up to 8 hours of paid time off annually to volunteer in your community.
• Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
• Tuition reimbursement for post-graduate courses, upon prior approval.
• Employees can earn a 1,500 reward for successful referrals of other employees.