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TEKsystems

Customer Service Professional - Group Benefits

Waterloo, ON, Canada

$21 to $23 CAD / hour · Contract

Apply About employer

Applications open in a new tab.

Job details

Pay: $21 to $23 CAD / hour
Job type: Contract
Experience: Minimum 2 years of customer service experience
Posting language: English · French
Posted: Nov 3, 2026

Original job description

English section of this bilingual listing.

The Opportunity

As a Customer Service Professional, you will play a key role in delivering exceptional service to plan members, dental offices, healthcare providers, and internal stakeholders. You will support customers through inbound calls and follow-up communications, helping them navigate their group insurance benefits, claims, and coverage inquiries.

This is a fast-paced, customer-focused environment where success is driven by empathy, problem-solving, attention to detail, and the ability to navigate multiple systems efficiently.

What You'll Be Doing

Handle approximately 50 inbound calls per day, with an average call target of 10 minutes or less
Provide timely, accurate information regarding group benefits products and services
Investigate and resolve plan member inquiries and system-related issues
Explain claims decisions, coverage details, and benefit entitlements
Utilize multiple systems and source documents to identify solutions and support customers effectively
Follow up with customers through email when required
Meet and exceed established customer experience and performance metrics

Performance Metrics (KPIs)

Success in this role will be measured through:

Average Handle Time (AHT), including talk time, hold time, and after-call work
Net Promoter Score (NPS) / Customer Satisfaction
Quality, Accuracy, and Compliance
First Call Resolution
Repeat Call Rates
Transfer Rates
Schedule Adherence

Required Qualifications

Must-Have Experience

Minimum 2 years of customer service experience
Demonstrated ability to learn new products, systems, and processes
At least 1 year of tenure in a previous role, showing commitment and stability
Experience navigating multiple technology platforms and systems simultaneously
High School Diploma or equivalent
Ability to successfully demonstrate competency in behavioral interview questions (e.g., managing difficult customer situations, balancing empathy with professionalism)
Ability to work in-office 3 days per week (Tuesday, Wednesday, and Thursday)

#PriorityCanada #PriorityCanada #PriorityCanada #PriorityCanada

Job Type & Location

This is a Contract position based out of Waterloo, ON.

Pay and Benefits

The pay range for this position is $21.00 - $23.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Job Type & Location

This is a Contract position based out of Waterloo, ON.

This is a hybrid position in Waterloo,ON.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.econnaissez et acceptez que celle-ci puisse être examinée à laide doutils dIA.

Read the full bilingual original

The Opportunity

This is a fast-paced, customer-focused environment where success is driven by empathy, problem-solving, attention to detail, and the ability to navigate multiple systems efficiently.

What You'll Be Doing

Handle approximately 50 inbound calls per day, with an average call target of 10 minutes or less
Provide timely, accurate information regarding group benefits products and services
Investigate and resolve plan member inquiries and system-related issues
Explain claims decisions, coverage details, and benefit entitlements
Utilize multiple systems and source documents to identify solutions and support customers effectively
Follow up with customers through email when required
Meet and exceed established customer experience and performance metrics

Performance Metrics (KPIs)

Success in this role will be measured through:

Average Handle Time (AHT), including talk time, hold time, and after-call work
Net Promoter Score (NPS) / Customer Satisfaction
Quality, Accuracy, and Compliance
First Call Resolution
Repeat Call Rates
Transfer Rates
Schedule Adherence

Required Qualifications

Must-Have Experience

Minimum 2 years of customer service experience
Demonstrated ability to learn new products, systems, and processes
At least 1 year of tenure in a previous role, showing commitment and stability
Experience navigating multiple technology platforms and systems simultaneously
High School Diploma or equivalent
Ability to successfully demonstrate competency in behavioral interview questions (e.g., managing difficult customer situations, balancing empathy with professionalism)
Ability to work in-office 3 days per week (Tuesday, Wednesday, and Thursday)

#PriorityCanada #PriorityCanada #PriorityCanada #PriorityCanada

Job Type & Location

This is a Contract position based out of Waterloo, ON.

Pay and Benefits

The pay range for this position is $21.00 - $23.00/hr.

Job Type & Location

This is a Contract position based out of Waterloo, ON.

Workplace Type

This is a hybrid position in Waterloo,ON.

À propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de lentreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises dAllegis Group. Découvrez dautres informations à TEKsystems.com.

Ordonnance sur légalité des chances de San Francisco: Conformément à lOrdonnance sur légalité des chances de San Francisco, pour tous les postes situés dans la ville et le comté de San Francisco, nous examinerons les candidatures des personnes qualifiées ayant un casier judiciaire ou des antécédents criminels.

Utilisation de lintelligence artificielle (IA): Nous pouvons utiliser lintelligence artificielle (IA) pour soutenir certaines étapes de notre processus dembauche, notamment la recherche, la présélection et lévaluation des candidatures. LIA aide à analyser les candidatures et les qualifications, mais les décisions finales sont prises par notre équipe de recrutement. En soumettant votre candidature, vous reconnaissez et acceptez que celle-ci puisse être examinée à laide doutils dIA.

About TEKsystems and TEKsystems Global Services

Apply About employer

More about this job

Responsibilities

The role involves handling inbound calls to assist plan members with group insurance benefits, claims, and coverage inquiries. You will be responsible for investigating issues, providing accurate information, and maintaining high standards of customer satisfaction.

Requirements

Candidates must have at least 2 years of customer service experience and the ability to navigate multiple technology platforms simultaneously. A high school diploma or equivalent is required, along with the ability to work in-office three days per week.

Skills

Customer Service
Inbound Calls
Problem Solving
Communication
Attention To Detail
Group Benefits
Claims Processing
System Navigation
Data Entry
Conflict Resolution
Empathy
Professionalism

Visa sponsorship

Not detected in the job text

Keywords

Customer Service
Group Benefits
Insurance
Claims
Inbound Calls
KPI
AHT
NPS
First Call Resolution
Hybrid
Contract
Problem Solving
Data Management
Communication Skills
Technology Platforms

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