Customer Service Professional - Group Benefits

Customer Service Professional, Group Benefits

Location: Waterloo, Ontario

Work Model: Hybrid

Contract Length: 6 months, with the possibility of conversion to a permanent position

Hours: 37.5 hours per week

Pay Rate: $21.00 to $23.00 per hour

Start Date: December 21, 2026

Work Schedule

This position follows a hybrid schedule:

• Monday: Remote
• Tuesday: In office
• Wednesday: In office
• Thursday: In office
• Friday: Remote

Candidates must be available to work rotating shifts between 8:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday.

Position Overview

The Customer Service Professional will support internal and external customers with questions related to group insurance benefits.

This position involves managing inbound customer calls, completing outbound email follow-ups, troubleshooting plan and system inquiries, and providing timely and accurate information for requests of varying complexity.

Call Volume and Performance Expectations

The successful candidate will be expected to:

• Handle approximately 50 inbound customer calls per day
• Maintain a target average call duration of 10 minutes or less
• Provide accurate and compliant information
• Deliver a positive and empathetic customer experience
• Meet established quality and productivity expectations

Key Responsibilities

• Manage inbound customer calls related to group insurance benefits.
• Complete outbound follow-up by email when required.
• Provide timely and accurate information regarding products, coverage, and services.
• Troubleshoot plan member system issues and benefits-related inquiries.
• Navigate source documents efficiently to locate the correct information.
• Explain information and outcomes clearly and professionally.
• Assist customers with questions regarding claims, including why a claim was declined or only partially paid.
• Meet performance expectations related to customer service, quality, compliance, and schedule adherence.
• Participate in cross-training for specialty areas, including dental claims, health benefits, online account access, and benefits balances.

Performance Measures

Performance will be measured using the following metrics:

• Average handle time
• Talk time
• Hold time
• After-call work
• Net Promoter Score
• Customer satisfaction
• Quality and accuracy
• Compliance
• First-call resolution
• Repeat-call rates
• Transfer rates
• Schedule adherence

Training and Development

Initial training is expected to take approximately six to eight weeks. Training will include detailed information related to the organizations products, processes, systems, and contractual requirements.

Training will cover:

• Contractual limitations
• Guidelines regarding what information can be shared with customers
• Appropriate customer communication
• Product and process knowledge
• Internal systems and resources
• Call-handling expectations

Cross-training opportunities will be based on performance, KPI results, demonstrated readiness, and the ability to apply information learned during initial training.

New team members are not expected to be perfect immediately. Consistent effort, a willingness to learn, and demonstrated improvement are valued. Confidence is expected to develop through training and practical experience.

Preferred Experience

The preferred candidate will have:

• Previous contact centre experience
• Previous high-volume customer service experience
• Experience in group benefits or insurance
• Experience in financial services or banking
• Experience working in a KPI-driven or performance-measured environment

Required Skills and Core Capabilities

The successful candidate should demonstrate:

• Clear, concise, and professional verbal communication
• Strong written communication skills
• Empathy and patience when supporting customers
• The ability to handle complex or sensitive customer situations
• A respectful and collaborative approach to teamwork
• A commitment to continuous learning and professional development
• A long-term, growth-oriented mindset
• The ability to learn and retain detailed product and process information
• Strong problem-solving and information-navigation skills
• The ability to commit fully to the training schedule
• Flexibility to work rotating hours between 8:00 a.m. and 8:00 p.m. Eastern Time

Technology and Systems

The successful candidate will work with:

• Windows-based desktop applications
• Customer relationship management software
• Internal benefits administration systems
• Document-imaging systems
• Microsoft Outlook
• Microsoft Excel

Important Candidate Considerations

• Candidates must be available for the complete six-to-eight-week training schedule.
• Candidates must be able to work rotating shifts between 8:00 a.m. and 8:00 p.m. Eastern Time.
• Consistent employment history is preferred.
• Candidates should be prepared to explain short employment tenures or gaps in employment.
• The position is best suited to candidates who can prioritize the role and do not have a conflicting school schedule.
• Recent insurance sales professionals or candidates with active insurance sales licences may be considered overqualified for the positions scope.

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

The pay range for this position is $21.00 - $22.00/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.

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

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

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.