Customer Care Agent

Overview

We're looking for passionate and customer-focused Customer Care Agents to act as the first point of contact for injured workers, employers, the medical community and advocates who are contacting WorkSafeBC.

The Customer Care Agent plays an integral role in supporting our customer service initiatives by being knowledgeable in all functions relating to compensation services. In this role, you'll be responsible for handling incoming phone claim inquiries; addressing clients' questions and concerns by providing related information; ensuring that missing or conflicting information is collected through review of the information on file, or by gathering information which may require outbound phone calls; matching information to validate claims; reviewing claims to determine the appropriate injury code; and performing other related duties as assigned.

How you'll make a difference: You'll connect people with the services and answers they need.

Where you'll work

At WorkSafeBC, we offer a hybrid work model that combines the convenience of working remotely with the dynamism of working in one of our offices, based on the operational needs of the position.

In this role, you'll work primarily from your B.C. home and occasionally in our Richmond office.

The shift for this role will be between the hours of 7:00 a.m. - 7:00 p.m., based on operational needs.

What you'll do

• Handle incoming phone claim inquiries and answer calls from various stakeholders related to worker claims and services
• Gather critical information for the claims file which may require placing outbound phone calls to Employers, Workers, and/or Physicians
• Analyze information and understand the claims process to ensure WorkSafeBC has the required information to make timely decisions
• Investigate conflicting information on the claim file, and ensure that information is reviewed, analyzed, and matched to the appropriate party and/or claim file in a timely manner
• Communicate with clients and other stakeholders in a sensitive and professional manner
• Solicit required information from clients, while addressing other questions and or concerns raised and provide a high level of customer service
• Gather information through questioning, educate clients and other stakeholders on claims processes and requirements, and actively listen to identify problems or barriers to getting necessary information

Is this a good fit for you?

We're looking for people who can:

• Respond to a variety of clients, on time sensitive issues, while displaying an empathetic, tactful, respectful and courteous manner
• Clearly and accurately explain information in a professional and assertive manner, at a level appropriate to the audience
• Gather and analyze relevant information and facts in a timely manner
• Interact in a diplomatic, empathetic and objective manner and build and maintain rapport with a variety of individuals in circumstances that can be difficult
• Work between the hours of 7:00 am - 7:00 pm, based on operational needs

Your background and experience

• The ability to type quickly and accurately
• A minimum of 12 months of related customer service experience
• Excellent English language skills, including office grammar and spelling and reading comprehension

We'll consider equivalent combinations of education and experience.

Important to know

Before we can finalize any offer of employment, you must:

• Confirm you're legally entitled to work in Canada

WorkSafeBC's COVID-19 Employee Mandatory Vaccine Policy (the "Policy") is suspended effective January 9, 2023, however we reserve the right to re-implement it in response to changes in the public health landscape, including public health orders. We are committed to the protection, health, and safety of our employees and our Communicable Disease Prevention Program and related protocols remain in effect.

Who we are

At WorkSafeBC, we promote safe and healthy workplaces across British Columbia. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries or diseases occur, we provide compensation and support injured workers in their recovery, rehabilitation, and safe return to work. We're honoured to serve the 2.49 million workers and 263,000 registered employers in our province.

What's it like to work at WorkSafeBC?

It's challenging, stimulating, and rewarding. Our positions offer diversity and opportunities for professional growth. Every day, the work we do impacts people and changes lives. What we do is important, and so are the people we do it for.

Our ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences that reflects the diversity of the people we serve. We are committed to fostering a welcoming, inclusive, and supportive work culture where everyone can contribute as their best, authentic self.

Learn more: Discover who we are .

Our benefits

As a member of our team, you'll have access to services and benefits that help you get the most out of work - and life. Along with a competitive salary, your total compensation package includes:

• Defined benefit pension plan
• 3 weeks of vacation in your first year, with regular increases based on years of service
• Health care and dental benefits
• Optional leave arrangements
• Development opportunities (tuition reimbursement, leadership development, and more)

Learn more: Find out what we offer .

Salary: $28.07/hourly

Want to apply?

• Applications are welcomed immediately, however must be received no later than 4:30 p.m. PST on the closing date.
• Please note that we will be starting assessments prior to the closing date.
• We encourage all qualified applicants to apply. If you require an accommodation in the assessment process, please email Recruitment Testing Accommodation (SM) when you submit your application.