Customer Service Representative

Day in the Life (Realistic Preview)

This role is fast-paced and demanding. Calls come one after another, and many involve members who are frustrated, stressed, or navigating real health and financial concerns. You’ll need to stay focused, think clearly, and communicate with confidence; often while managing multiple systems and delivering answers in real time. There is pressure, and some days will feel heavy.

But this work matters. In those same moments, you’re often the person who brings clarity, reassurance, and real solutions when people need it most. If you can stay grounded under pressure and take ownership of each call, you’ll have a direct impact; helping people move forward with confidence during situations that genuinely affect their lives.

At GreenShield, we’re creating better health for all Canadians. As a Contact Centre Services Representative (Customer Service Representative), you play a vital role in delivering on that mission. You are often the first point of connection for members, providers, and clients—providing respectful, knowledgeable, and reliable service through phone, email, and chat channels.

This role operates within a high-volume, performance-focused contact centre where quality, accuracy, and empathy are equally important. You’ll work as part of a collaborative team supported by experienced leaders and clear performance expectations.

Read to join the mission? Read below, and apply now!

What Success Looks Like

• Delivering consistent, respectful, and accurate service in every interaction

• Meeting service, quality, and schedule expectations

• Contributing positively to a fair, inclusive, and accountable team culture

• Adapting to new tools, processes, and service offerings

• Supporting members with clarity, care, and professionalism

WHO WE'RE LOOKING FOR

• Experience providing customer service in a fast-paced environment

• Professional-level communication skills in English

• Professional-level communication skills in French

• Comfort working with multiple systems and technologies at the same time

• Ability to remain seated for extended periods

• Strong problem-solving skills and ability to remain composed in complex situations

• Experience working collaboratively in a team environment

Nice to Have

• Experience in healthcare, insurance, or benefits administration

Training

This role includes a comprehensive, in-person, 30-day paid training program, along with ongoing coaching, quality feedback, and learning opportunities.

Schedule

Though, currently, the expected schedule will require you to be available Monday through Friday, from 830 AM to 830 PM, there could be an expectation to work weekends, and/or later shifts as well in the future. Schedules are determined at the end of training, and you can expect schedule rotations.

A FEW MORE DETAILS

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process.

Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.