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About Our Client: Our client is the premier source of professional education and career development for the country’s property and casualty insurance industry.
Position Scope:
As the first point of contact, the Bilingual Customer Service Representative will be responsible for providing exceptional customer experience to the members and insurance professionals within a dynamic Contact Centre style environment.
Responsibilities:
- Respond professionally to incoming inquiries and basic technical support via telephone, email and in-person; related to but not limited to membership, course registration/offerings, programs, licensing, national examinations and the insurance industry.
- Provide an exceptional customer experience while contributing to a once and done philosophy.
- Build rapport with members and stakeholders (external and internal), focusing on members’ needs to enhance their overall experience and educational journey.
- Work collaboratively and resourcefully with other Member Services Associates and cross functional departments to respond to and resolve member related queries and system issues.
- Remain up to date with departmental, organizational and industry changes.
- Investigate complex member requests and issues, collaborating with other departments in a timely manner.
- Take a proactive approach with members, reviewing their files thoroughly and updating outstanding information while accurately documenting member interactions in Aptify (CMS) and other channels.
- Able to multi-task and accurately use multiple systems and applications while simultaneously facilitating all actions necessary to satisfy members.
- Work cooperatively with the team to meet or exceed both quantitative and qualitative goals (KPI’s) and overall services levels of the department.
- Perform departmental administrative tasks and processes, contributing to team goals and productivity.
- Must be available to work in-office a minimum of 8 days per month, varies by week
- Must have a quiet and suitable workspace for working from home
- Must be able to work rotating shifts including: 8 a.m.-4:30 p.m., 8:30 a.m.-5 p.m., 9:30 a.m. – 6 p.m. or 10:30 a.m-7 p.m. Please note, the shift times can change based on business needs.
- Weekend shift support may be required during our two-week exam period for each session (April, July & December).
Required Skills and Knowledge:
- Exceptional customer service and interpersonal skills.
- Excellent communication skills in English and French (both verbal and written) with the ability to communicate complex information.
- Strong problem solving and decision-making skills with resourcefulness, sound judgement, prudence and integrity.
- Ability to effectively identify and address difficult situations with tact and diplomacy, using analytical and technical skills to understand member matters/issues while taking appropriate action.
- Must be accountable with strong time management and organizational skills.
- Responsible for participating in and contributing to a positive working environment that relies on teamwork and a collaborative attitude.
- High degree of confidentiality with the ability to deal with sensitive information.
Education and Experience:
- Post-secondary education preferred or an equivalent level of experience and education.
- At least 1 year of experience working in a Contact Centre or front-line customer service role.
- Experience using various customer/order management systems and applications, with strong computer skills (MS Office suite).
Application Instructions:
To apply, please send a resume to Melanie McQueen at [email protected]
Summit Search Group is a fair and equitable search firm. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.
Melanie McQueen
City
- Toronto, ON
Industry
Position
Melanie McQueen
City
- Toronto, ON