Bilingual Customer Service Representative
at Maximus

Job Description

Department Overview

In 2011, the Ontario Ministry of Health selected Maximus to deliver administrative services for the Ontario Drug Benefit (ODB) Program. The ODB Program provides prescription drug coverage to eligible Ontario residents, including seniors, individuals with low income, and other vulnerable populations who rely on access to essential medications.

Maximus currently manages over 2.6 million ODB client accounts, supporting application processing, renewals, and client inquiries.

Position Summary

This is a contract position created to support the ODB program's annual peak season, when call and application volumes increase. Extension may be considered based on performance and business needs. We currently have 3 vacancies for this position.

You'll work in a busy inbound call centre where calls are queued and distributed across the team. You should expect back ‑ to ‑ back calls during peak periods, and you will often speak with callers about their application status, required documents, and next steps. The call centre environment is performance ‑ driven, with expectations for quality, accuracy, and productivity.

Key Responsibilities

• Answer a high volume of incoming calls and provide professional, helpful service
• Support callers with program questions
• Follow program rules, policies, and step-by-step procedures to ensure accurate information is provided
• Update account information and complete required steps
• Meet call handling guidelines, quality standards, and daily productivity targets
• Communicate respectfully and professionally
• Maintain schedule adherence and reliability so the team can meet service targets

Education and Experience

• High school diploma or equivalent (may be subject to standardized testing)
• At least 1 year in a customer service, call centre, or similar role
• Comfortable using computers and learning new applications (e.g., Word, Excel, Outlook)
• Must be bilingual in French and English

Knowledge, Skills and Abilities

• Strong listening and communication skills (verbal and written)
• Ability to stay focused, follow instructions, and pay attention to detail
• Comfortable multitasking and working in a fast-changing environment
• Self-motivated and able to work independently and as part of a team

Other

Pre ‑ employment screening

Candidates must successfully complete and pass a criminal background check and a credit bureau check prior to receiving of an offer of employment. This screening is a Ministry of Health requirement and must be initiated within 48 hours of the verbal conditional offer.

Training and Location

• site training (required): Training is in person for approximately 4-6 weeks before transitioning to remote work.
• Training location: 789 Don Mills Road, 8th Floor, Toronto, ON

Remote work requirements

• A strong hard ‑ wired internet connection is required (Wi- Fi not accepted)
• A private, dedicated home workspace is required to protect confidentiality and support productivity

Schedule, Holidays, and Time Off

• Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m.
• Holidays: Ontario statutory holidays are observed. The August Civic Holiday is not a statutory holiday; offices are closed and the day is unpaid.
• Time off: Time off is highly limited during the contract period, as the role is intended to support the program's peak season.

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Minimum Salary
$39,682.50

Maximum Salary
$39,858.00