Bilingual (English – French) Customer Service Representative

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Department Overview

In 2011, the Ontario Ministry of Health and Long-Term Care (MOHLTC) selected M aximus to manage Administrative Services for the Ontario Drug Benefit (ODB) Program. The ODB Program provide s prescription drug benefit coverage for participating clients – including those who are most vulnerable and low income, who would otherwise be unable to afford critical and costly medication. M aximus manages more than 2.6 million ODB client accounts for recipients receiving prescription drug benefits coverage for products and services under the ODB Program.

Role Summary

As a Customer Service Representative, you will be responsible for providing exceptional customer service to our incoming call center clients. You will play a key role in enhancing the customer experience by providing high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic fast-paced environment.

Key Responsibilities

• Answer phone calls efficiently to support M aximus ‘ targets, while meeting quality guidelines.
• Understand and comply with M aximus , legislated and client policies and work procedures accurately to provide excellent customer service.
• Adhere to your work commitment and daily schedule so that M aximus can meet its business goals efficiently and reliably.
• Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.

Education and Experience

• High school diploma or GED Equivalent, may be subject to standardized testing .
• At least one year of experience in a similar role.
• Proficiency in basic computer skills, ability to operate standard office equipment .
• Bilingual is an asset.
• Understand the p rinciples of call control and customer situational judgment.

Knowledge, Skills and Abilities

• Passionate about providing superior customer service, while being able to handle client questions in a quick and professional manner with one call resolution
• Possess excellent listening and verbal communication skills and demonstrate a sincere approach to helping others
• Self-starter who will take the initiative to obtain solutions and are able to stay focused; pay attention to detail and follow established operating procedures
• Comfortable working independently and within a team environment. You have the ability to multitask and embrace change
• Ability to work in a statistically driven environment, measured by call quality and call productivity goals
• Proven ability to multitask and exhibit excellent attention to detail while consistently following established procedures and processing transactions
• Strong verbal and written skills required
• Must be self-motivated, and able to work independently and in a team environment
• Good analytical skills and technical aptitude for using a variety of computer applications

The ideal candidate will be fluent in both English and French, allowing for effective communication with a wide range of customers.

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.