Call Centre Operations - Customer Service Representative

• Minimum 2 years of experience in a dental office, clinic, or related dental services environment, with an understanding of dental procedure codes, terminology, billing practices, and benefit administration.
• Fluency in English with strong verbal and written communication skills and the ability to provide clear, professional, and accurate client support across phone, email, chat, and other service channels.
• Knowledge of social assistance programs, government-funded benefit programs, and related benefit administration is an asset.
• Excellent interpersonal and customer service skills, with the ability to build trust and rapport with diverse client groups, handle complaints effectively, apply conflict resolution and de-escalation techniques, and maintain professionalism during stressful or emotionally sensitive interactions.
• Experience with Microsoft Office, CRM systems, and digital communication tools is an asset.
• Accurate and efficient data entry skills, with strong attention to detail.
• Ability to adapt to changing client needs, program updates, and evolving technology platforms.
• Strong organizational and time-management skills, with the ability to prioritize effectively in a fast-paced environment.
• Commitment to teamwork, collaboration, continuous learning, and service excellence.

• Secondary school diploma or equivalent required; post-secondary education in a related field is an asset.

• Excellent written and verbal communication skills with the ability to explain processes clearly and accurately.
• Effective interpersonal skills with a calm, professional, and client-focused approach.
• Ability to manage competing priorities in a high-volume service environment.
• Sound problem-solving and decision-making skills when responding to complex or escalated client inquiries.
• High level of organization and attention to detail.
• Commitment to professionalism, empathy, confidentiality, and consistent service delivery.

ANNUAL SALARY: $47,900-53,780

PERFORMANCE BONUS: Up to 6% of annual salary

• Group Benefits : Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
• Pension Plan: Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
• Performance-based incentive programs: Opportunities to increase your earnings.
• Growth Opportunities: in a company that promotes from within.
• Volunteering: Time off to volunteer within our community
• Hybrid Work Environment : working environment with a laptop and two monitors.
• Home Office Stipend: A one-time payment of $750 included in the employee's first paycheck.
• Mental Health Support : Access to Mental Health on Demand for employees and their dependents.
• Member Assistance Program: Includes Employee Assistance Program services.
• Community Volunteering : Up to 8 hours of paid time off annually to volunteer in your community.
• Financial Wellness: Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
• Education Reimbursement : Tuition reimbursement for post-graduate courses, upon prior approval.
• Employee Referral Reward: Employees can earn a $1,500 reward for successful referrals of other employees.

Employees are expected to work on-site at least once per month at our Toronto office (4 New Street., Toronto, ON), with additional in-office days as required based on business needs.

Hybrid schedules are determined collaboratively between employees, managers, and teams.

We accept applications submitted via our Dayforce Portal - Click this link to apply.

Please note that we use AI tools to support and enhance our recruitment process, including scribing tools during interviews.

Artificial intelligence (AI), however, is not used to screen candidates.

Rest assured that your application will be reviewed thoroughly by our hiring team.

• Accerta will only contact candidates using an acerta.ca email address and will never request payment or personal financial information during the hiring process.
• If you are interested in a role posted on our website, please follow the application instructions outlined on the postings on the Accerta careers page.
• If you receive an email claiming to be from Accerta that seems unexpected or suspicious, please verify by contacting info@accerta.ca .

Accerta is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace.

We are committed to fair employment practices, and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required throughout the recruitment process.

Reasonable accommodation is also available on request for candidates taking part in all aspects of the selection process.

To request accommodation, please contact accessibility@accerta.ca .

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check.

To learn more about us please go to: www.accerta.ca