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Green Shield Canada

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE (HYBRID)

Toronto, ON, Canada

Pay: Base Salary: CAD $0.00 - 0.00
Posting language: English
Posted: Sep 29, 2026

Apply About employer

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Original job description

WHO WE ARE

GreenShield is a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All. We believe health care is a right, not a privilege, and we are committed to improving health outcomes, advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.

Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.

At GreenShield, our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.

THE ROLE IN A NUTSHELL

Base Salary: CAD $0.00 - 0.00

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

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, training program, along with ongoing coaching, quality feedback, and learning opportunities. Training consists of 10 days of classroom learning, 5 days of mentorship activities, 1 day of eLearning, and 1 day of recap with a Trainer.

Schedule
The call centre operates 365 days a year. Scheduled shift rotations from 8am to 11pm from Monday to Sunday. Schedules are determined at the end of training, and you can expect rotations, including weekends.

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged
theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

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 requestforaccommodation@greenshield.ca. 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.

Apply About employer

More about this job

Responsibilities

Serve as the primary point of contact for members, providers, and clients via phone, email, and chat to resolve health and insurance inquiries. Manage high-volume interactions while maintaining accuracy, empathy, and adherence to performance standards.

Requirements

Candidates must possess professional-level proficiency in both English and French and have experience working in a fast-paced customer service environment. Strong problem-solving skills and the ability to navigate multiple systems simultaneously are essential for success in this role.

Skills

Customer service
Bilingual communication
Problem-solving
Conflict resolution
Data entry
Multi-tasking
Active listening
Empathy
Time management
Professional communication
Technical proficiency
Adaptability

Benefits

Health insurance
Mental health support
Pharmacy services
Telemedicine
Chronic disease management

Visa sponsorship

Not detected in the job text

Keywords

Customer Service
Health Insurance
Bilingual
Contact Centre
Benefits Administration
Healthcare
Member Support
Performance-focused
Inbound Calls
Data Management
Non-profit
Social Enterprise
Communication Skills
Problem Solving
Team Collaboration
Training Program
Shift Rotations

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