Service Center Representative-Canada Remote

Job Description

Are you ready to be engaged? Are you ready for a challenge? Are you ready to

work with people you really like? Are you ready to make a difference?

Key benefits of this role :

• Work from home opportunities
• Full time schedules with weekends off (Hours of operation 8am-8pm EST)
• Full benefits package and pension with company match
• Vacation time and bonus structure
• All required equipment / hardware provided
• Supportive management and co-workers
• Diverse and inclusive working environment
• Constant opportunity to learn, grow and advance your career

Key Responsibilities

Answer inbound service-related calls regarding all aspects of doing business with Foresters Financial and Foresters Financial activities.

Conduct follow up calls as needed.

Prioritize the customer relationship at all times by listening and responding with empathy

Stay current on relevant business topics, communications and process changes

Provide the highest level of customer service and facilitate all actions necessary through collaboration with multiple business areas, including research and follow up to positively satisfy customer needs

Maximize opportunities to influence the customer relationship and build loyalty by providing excellent customer service and promoting the benefits self-service capabilities that Foresters offers;

as well as the benefits of being a Foresters member

Proficiently determine the needs of the caller and provide support with accurate and timely resolution following approved escalation procedures

Understand the impact of individual Key Performance Indicators and set challenging development goals to support individual and team success

Contribute innovative ideas to solve problems, prioritizing continuous improvement

Cultivate self-awareness by proactively seeking feedback and acting upon it

Key Qualifications

3-5 years of customer service experience with a passion for service excellence. Previous inbound contact center experience is an asset

Ability to meet tight timelines under pressure while delivering quality service

Technical / analytical skills that fit within established systems, standards, and clearly defined procedures within in a structured job environment

Strong computer skills, including keyboarding accuracy and aptitude navigate and learn new systems

Ability to self-manage workload volumes and changing priorities in a team environment

Engaging and personable with the ability to listen carefully, organize and communicate complex information while multi-tasking in order to meet customer expectations

Creative and confident problem solver, results oriented with emphasis on accuracy and attention to detail and the ability to understand impacts of decisions

Systematic, methodical, organized and analytically oriented

Effective multi-tasking and time management skills, including the ability to adapt to changing demands and priorities

Team oriented with the ability to share your expertise

Willingly seek and accept personal accountability

Knowledge of Contact Center Key Performance Indicators is an asset

Knowledge of life insurance industry products and services would be a preferred asset

College Diploma or University Degree an asset

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

LI-Remote #Indeed-Remote

• Must be available to work rotating shifts between the hours of 8 : 00am and 8 : 00pm, Monday to Friday, and provide coverage on some Canadian Statutory holidays
• Our office is located at Eglinton and Don Mills
9 days ago