Bilingual Customer Service Representative (Retail)

Please note the base salary will be determined by the successful candidate's education, skills and experience. The listed salary range serves as a general pay guideline for this position's pay level.

Bilingual Customer Service Representative (Retail)

Location : Remote, Canada

Empire life is looking to hire a Customer Service Representative to join our Retail Operations team! If you love speaking directly with customers, and upholding high quality customer interactions, while working in a dynamic & supportive team environment, then this role is for you!

Why pursue this opportunity

Our mission - make insurance, investments and benefits simple, fast and easy for our customers.

Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.

Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.

Participate in training and development programs - we offer a range of training and development programs to help our employees stay up-to-date with the latest industry trends and developments.

What you’ll be working on

Manage and address in-bound phone calls, emails and voicemails from our customers and distribution partners

Respond efficiently and accurately to customers, provide solutions that fit individualized situations and prioritize the customers' needs at each step of the process.

Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with the escalation team

Responsible for maintaining positive and high quality customer interactions

Resolve escalated inquires or escalate issues to 2nd level for resolution

Access and obtain data from multiple information systems to respond to questions

What we’re looking for you to have

Bilingual in French & English is required

1+ years demonstrated experience in a direct customer service environment

Strong communication and active listening skills, as required, to engage with customers and build strong relationships

Customer focus and adaptability to different personality types

Ability to problem solve, multitask and manage time effectively

Experience working in a call center or customer-support role is considered an asset

Experience in the insurance / financial services industry, with individual insurance and investment experience is an asset, but not required

High school degree or equivalent

Working towards completion of ACS, PCS, FLMI is an asset, but not required

If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Beyond the salary

For regular full-time positions, Empire Life offers a comprehensive total rewards package that includes :

Competitive salaries with annual pay increases

Annual bonus program, which recognizes both strong company performance and individual contributions

Competitive uncapped commission for sales positions

A comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health account

Flexible work arrangements and an annual allotment of personal health days.

Four weeks annual vacation from hire date

A defined contribution pension plan with generous employer matching

Top up programs for parental leave and compassionate leave

Employer-sponsored wellness and recognition programs

A cash employee referral program