Service Center Representative
New
Canada, 9am-5:30pm ESTFull-TimeMiddle
SalaryCAD 42000 - 57000 / year
Apply NowOpens the employer's application page
Job Details
- Languages
- English and Spanish (bilingual asset)
- Experience
- 3-5 years
- Required Skills
- Customer serviceTechnical supportCRM
Requirements
- 3-5 years of customer service experience
- Previous inbound contact center and financial service experience preferred
- Excellent verbal and written communication skills
- Ability to explain complex insurance terms and concepts to customers from diverse backgrounds
- Proficiency in navigating multiple systems including CRM systems
- Experience in back-office and payment processing
- Experience with customer retention strategies
- Strong technical skills with aptitude to troubleshoot technical issues
- Available to work rotating shifts between 9:00am and 6:30pm, Monday to Friday
- Post-secondary education, College Diploma or University Degree preferred
- Proficiency in English and Spanish preferred
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
- 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
- Handle back-office processing tasks including policy updates, documentation, and data entry
- Process customer payments accurately and efficiently
- Troubleshoot and resolve technical issues related to the online portal and app usage
- Promote the use of self-service and online tools to customers
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