Maximus

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

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