We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.

Maximus Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Description:

This is a fixed term opportunity. 3-6 month contract.

Applicants must be prepared to complete in office training in the Toronto area for the first 2-3 weeks. WFH will be accommodated thereafter.

Bilingual (English and French) is highly desirable.

Department Overview

In 2011, the Ontario Ministry of Health and Long-Term Care (MOHLTC) selected Maximus to manage Administrative Services for the Ontario Drug Benefit (ODB) Program. The ODB Program provides 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. Maximus 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 Maximus’ targets, while meeting quality guidelines.

Understand and comply with Maximus, legislated and client policies and work procedures accurately to provide excellent customer service.

Adhere to your work commitment and daily schedule so that Maximus 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 principles 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