Service Center Representative

Job Description

Key Responsibilities

• Answer complex customer inquiries and issues via phone, email, and chat with a focus on first-contact resolution
• Prioritize the customer relationship by listening and responding with empathy
• Demonstrate patience and clear communication when assisting customers from diverse cultural backgrounds
• Provide detailed information about insurance products, policies, and processes
• Explain complex insurance terms and concepts to customers in an understandable manner
• Analyze and resolve customer inquiries and complaints, ensuring a high level of customer satisfaction
• Collaborate with other departments to resolve complex issues and improve processes
• Handle back-office processing tasks including policy updates, documentation, and data entry
• Process customer payments accurately and efficiently, including handling billing inquiries and resolving payment issues
• Maintain up-to-date knowledge of company policies, products, and services
• Document all customer interactions and maintain accurate records in the CRM system
• Troubleshoot and resolve technical issues related to the online portal and app usage, including login issues, navigation, and other technical support
• Promote the use of self-service and online tools to customers, educating them on the benefits and functionalities
• Support operational strategies to improve customer retention and reduce churn
• Conduct follow-up calls and communications, when necessary, to ensure customer satisfaction and address any ongoing concerns
• Identify trends in customer feedback and provide insights to improve the overall customer experience
• Understand the impact of individual Key Performance Indicators (KPIs) and set challenging development goals to support individual and team success
• Meet or exceed established KPIs, such as customer satisfaction, productivity metrics and service quality
• Assist in training and mentoring new team members, where necessary
• Participate in regular team meetings and contribute to continuous improvement initiatives
• Cultivate self-awareness by proactively seeking feedback and acting upon it

Key Qualifications

• Education (minimum required): Post Secondary Education (asset)
• Experience (minimum required): 3-5 years of customer service experience with a passion for service excellence. Previous inbound contact center and financial service experience is an asset
• Knowledge of insurance products and regulatory requirements is an asset
• Proven ability to handle complex customer issues with empathy and professionalism
• Excellent communication skills, both verbal and written
• Demonstrated patience and effective communication skills to explain complex insurance terms and concepts to customers from diverse backgrounds in an understandable manner
• Proficiency in navigating multiple systems including CRM systems and other customer service software
• Experience in back-office and payment processing
• Experience with customer retention strategies
• Strong technical skills with aptitude to troubleshoot technical issues, navigate and learn new systems
• Experience promoting and educating customers on self-service and online tools
• Resourceful, with strong problem-solving skills and attention to detail
• Ability to work independently and as part of a team
• Effective multi-tasking and time management skills, including the ability to adapt to changing demands and priorities
• Strong understanding of Contact Center Key Performance Indicators and their role in customer experience success
• 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
• Flexibility to work various shifts based on business needs, including occasional paid Overtime and Statutory Holidays as needed

#LI-Remote

• Must be available to work rotating shifts between the hours of 9:00am and 6:30pm, Monday to Friday, occasional Overtime and provide coverage on some Canadian Statutory holidays
• Our office is located at Eglinton and Don Mills

Salary Range:

$42,000.00 - $57,000.00

The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role.