[Hiring] Customer Service Representative @New Era Technology

Role Description

The Customer Service Representative is a role supporting inbound customer service of an Insurance company.

• Respond to participant inquiries about their employer-sponsored group insurance plans.
• Assist clients with insurance coverage.
• Provide general information about the organization.
• Refer clients to specialists when needed.
• Receive, understand, resolve complaints, and offer solutions.
• Provide support and guidance while complying with internal policies.
• Perform additional related tasks as assigned by the Service Manager.
• Maintain strong client relationships through follow-up.
• Identify and suggest improvements to enhance our services.
• Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.).
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone.
• Hands-on experience with ticketing systems and high-volume call handling is a significant plus.
• User experience with good working knowledge of the Office Suite.
• Comfortable with technology.
• Group Insurance product knowledge is an asset.

Requirements

• Strong, clear and effective English and French written and verbal communication skills.
• Attention to detail and accuracy.
• Exceptional team spirit and proactivity.
• Exceptional time management and multitasking abilities.
• Remaining positive and persistent.
• Good organizational skills.
• Ability to work in a team.
• Flexible, reliable and trustworthy.
• Excellent interpersonal and communication skills.
• Analytical thinking, initiative.
• Compliance with standards and deadlines.
• Protecting confidentiality.
• Exceptional attendance and punctuality.
• Quality-focused, responsible, organized, able to prioritize.
• Time management skills to multitask and adhere to SLAs.

Benefits

• Computer equipment provided.
• No sales or solicitation.
• 37.5 hours per week, Monday to Friday.
• Dynamic work environment and great team.
• Paid training.
• Quick onboarding.
• Starting salary: $20 - $22 per hour (CAD).
• Two paid sick days (after 3 months of employment).
• Two weeks of vacation.
• RRSP program (available after 6 months of employment).
• Paid holidays.
• Group insurance (available after 3 months).