Service Center Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address intricate customer inquiries and concerns through phone, email, and chat, emphasizing first-contact resolution.

• Prioritize customer relations by actively listening and responding with empathy.

• Exhibit patience and clear communication while assisting customers from varied cultural backgrounds.

• Offer comprehensive information regarding insurance products, policies, and procedures.

• Simplify complex insurance terminology and concepts for customers in an accessible manner.

• Analyze and rectify customer inquiries and complaints, aiming for a high level of customer satisfaction.

• Collaborate with other departments to tackle complex issues and enhance processes.

• Manage back-office processing tasks, including policy updates, documentation, and data entry.

• Accurately and efficiently process customer payments, addressing billing inquiries and resolving payment concerns.

• Keep abreast of company policies, products, and services.

• Document all customer interactions, maintaining precise records in the CRM system.

• Troubleshoot and resolve technical issues related to online portal and app usage, including login challenges, navigation, and other technical support.

• Encourage customers to utilize self-service and online tools, educating them on their benefits and functionalities.

• Assist in operational strategies aimed at improving customer retention and reducing churn.

• Conduct follow-up communications as needed to ensure customer satisfaction and address ongoing issues.

• Identify patterns in customer feedback and provide insights to enhance the overall customer experience.

• Recognize the influence of individual Key Performance Indicators (KPIs) and set ambitious development goals to foster individual and team success.

• Achieve or surpass established KPIs, such as customer satisfaction, productivity metrics, and service quality.

• Aid in training and mentoring new team members as necessary.

• Engage in regular team meetings and contribute to initiatives for continuous improvement.

• Foster self-awareness by proactively seeking feedback and acting on it.

⛳️ Requirements

• Post-secondary education (an asset).

• 3-5 years of customer service experience with a strong commitment to service excellence.

• Previous experience in inbound contact centers and financial services is an asset.

• Familiarity with insurance products and regulatory requirements is advantageous.

• Proven capability to manage complex customer issues with empathy and professionalism.

• Exceptional communication skills, both verbal and written.

• Demonstrated patience and effective communication skills to clarify complex insurance terms and concepts for customers from diverse backgrounds in an understandable way.

• Proficient in navigating multiple systems, including CRM platforms and other customer service software.

• Experience in back-office operations and payment processing.

• Familiarity with customer retention strategies.

• Strong technical skills with the ability to troubleshoot technical problems and learn new systems quickly.

• Experience in promoting and educating customers about self-service and online tools.

• Resourceful, with robust problem-solving abilities and attention to detail.

• Capability to work both independently and collaboratively as part of a team.

• Effective multitasking and time management skills, with the ability to adapt to shifting demands and priorities.

• Strong understanding of Contact Center Key Performance Indicators and their significance in customer experience success.

• College diploma or university degree is an asset.

• Proficiently bilingual (verbal and written) in English and Spanish (an asset) to effectively communicate with internal and external customers, partners, and vendors as required.

• Flexibility to work various shifts according to business needs, including occasional paid overtime and statutory holidays as necessary.

🏝️ Benefits

• Opportunities to work from home.

• Full-time schedules with weekends off (rotating shifts between 9 am - 5:30 pm EST).

• Comprehensive benefits package and pension plan with company match.

• Vacation time and bonus structure.

• All necessary equipment and hardware provided.

• Supportive management and colleagues.

• A diverse and inclusive work environment.

• Continuous opportunities for learning, growth, and career advancement.