Dynamic Bilingual Customer Service Representative – Multilingual Support Specialist in Health & Wellness Solutions

Introduction

Welcome to brighthush, a leading national partner in health solutions that places people at the heart of everything we do. With a dedicated team of over 8,000 professionals, we are reshaping the landscape of insurance, primary care, and emergency medical services across Canada. Our mission is simple yet powerful: to improve the wellbeing of Canadians so that every life can be lived to its fullest potential. At brighthush, we celebrate individuality, champion diverse perspectives, and empower our employees to grow both personally and professionally.

Why brighthush?

When you join brighthush, you become part of a culture that is recognized for its award‑winning environment, high employee satisfaction scores, and unwavering commitment to work‑life balance. We offer:

• Competitive pay and a comprehensive benefits package that starts on day one.
• Flexible work arrangements, including remote and hybrid options.
• Extensive training and mentorship programs designed to set you up for success.
• Clear pathways for career advancement and continuous learning.

Position Overview

As a Bilingual Customer Service Representative in our federal contact center, you will be the frontline of support for both our healthcare providers and members. Your role is pivotal in ensuring that every inquiry is handled with the highest level of professionalism, empathy, and efficiency. You will work in a dynamic environment that values collaboration, innovation, and a relentless focus on customer satisfaction.

Key Responsibilities

• Handle inbound and outbound calls, emails, and chat inquiries in both English and French, providing accurate information and resolving issues promptly.
• Maintain detailed, accurate records of customer interactions using our CRM and other internal systems.
• Escalate complex or sensitive issues to appropriate teams while ensuring a seamless handoff.
• Adhere to all regulatory and compliance standards, including privacy and data protection guidelines.
• Participate in continuous improvement initiatives, sharing insights and best practices to enhance service quality.
• Support team goals by meeting or exceeding key performance indicators such as call resolution time, customer satisfaction scores, and first‑contact resolution rates.
• Collaborate with cross‑functional teams to address system enhancements, process changes, and new product launches.
• Engage in ongoing training and professional development to stay current with industry trends and product knowledge.

Essential Qualifications

• High school diploma or equivalent; post‑secondary education is a plus.
• Minimum of 2 years of experience in a contact center or customer service role, preferably within the health or insurance sector.
• Fluency in both English and French, with strong written and verbal communication skills in both languages.
• Proven ability to multitask, navigate multiple software applications simultaneously, and maintain focus during prolonged periods of computer and headset use.
• Strong problem‑solving skills, with the capacity to handle both routine and challenging calls with composure and empathy.
• Excellent attention to detail and a commitment to accuracy in data entry and documentation.
• Reliability and flexibility to work varying shifts between 7 am and 10 pm, Monday through Friday.
• Valid Canadian residency status (Permanent Resident or Citizen) and a clean background check, including fingerprinting, criminal record, and credit check.
• Reliability Status Clearance (Enhanced Level B) in accordance with federal government contract requirements.

Preferred Qualifications

• Experience with health‑care or insurance products and services.
• Knowledge of regulatory frameworks such as PHIPA, PIPEDA, and provincial health data laws.
• Previous experience working in a remote or hybrid environment with a secure, distraction‑free home office.
• Demonstrated ability to thrive in a fast‑paced, high‑volume contact center setting.
• Proficiency with Microsoft Office Suite, Salesforce, and other CRM platforms.

Skills & Competencies

• Exceptional interpersonal skills, with the ability to build rapport quickly with diverse stakeholders.
• Strong analytical mindset, capable of interpreting data to drive improvements.
• Adaptability and resilience in a constantly evolving environment.
• Team orientation, with a collaborative spirit and a willingness to support colleagues.
• High emotional intelligence, enabling effective conflict resolution and customer advocacy.
• Commitment to continuous learning and professional growth.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve alongside your passions. As a Bilingual Customer Service Representative, you will have access to:

• Structured career ladders that include supervisory, specialist, and managerial tracks.
• Regular performance reviews and personalized development plans.
• Access to internal training programs, certifications, and tuition reimbursement for relevant courses.
• Mentorship from seasoned leaders in the health and wellness industry.
• Opportunities to participate in cross‑departmental projects, expanding your skill set and network.

Work Environment & Culture

Our contact center is more than a workplace—it’s a community. We foster an inclusive culture where every voice is heard and valued. Highlights include:

• High employee satisfaction scores, reflecting our commitment to employee wellbeing.
• Regular team‑building events, both virtual and in‑person, to strengthen camaraderie.
• Open communication channels with leadership, ensuring transparency and feedback loops.
• Recognition programs that celebrate achievements and milestones.
• Flexible scheduling that respects personal commitments and promotes a healthy work‑life balance.

Compensation & Benefits

We offer a competitive base salary ranging from CAD 40,254 to 45,285, with potential for growth based on performance and experience. In addition to base pay, you will enjoy:

• Annual incentive bonus program that rewards outstanding contributions.
• Comprehensive health, vision, and dental coverage—100% employer‑paid from day one.
• Employer‑matched Defined Contribution Pension Plan.
• Paid vacation, including a gifted week in your first year and an optional Vacation Purchase Program.
• Flexible work arrangements, including remote and hybrid options.
• Paid training and professional development courses.
• Employee assistance programs and wellness initiatives.

Application Process

Ready to join a team that values your bilingual talents and dedication to customer service? Follow these steps to apply:

• Submit your resume and cover letter through the brighthush careers portal.
• Complete the online assessment, which includes a skills test and a situational judgment exercise.
• Participate in a virtual interview with our hiring team, where you’ll discuss your experience, motivations, and fit for the role.
• Undergo a background check and security clearance process, as required by federal regulations.
• Receive an offer of employment and begin your onboarding journey.

Closing Statement

At brighthush, we are committed to building a workforce that reflects the communities we serve. We welcome applicants from all backgrounds and are dedicated to providing accommodations throughout the recruitment process. If you are passionate about delivering exceptional customer service, thrive in a bilingual environment, and want to make a tangible impact on Canadians’ health and wellbeing, we encourage you to apply today. Your journey to a fulfilling, growth‑oriented career starts here.

We appreciate your interest in this position. Only candidates selected for an interview will be contacted.

To apply, click the link below and take the first step toward a rewarding career with brighthush: