Job Description

Note: This role is transitioning to a hybrid role of on-site and remote work. All training will be completed on-site and is approximately 2 weeks in duration.

Accountabilities:

• Provide first-in-class service to our customers and brokers by supporting billing telephone inquiries in a professional, timely, and courteous manner.
• Investigate and resolve discrepancies in a joint effort with our brokers and underwriters on billing-related matters.
• Act as a Company Ambassador in supporting inbound insurance and claims inquiry customers with accurate and efficient triage to the appropriate team for further assistance.
• Communicate clearly, effectively, and empathetically with customers through both telephony and electronic means via email, resolving issues and describing various programs and services available to customers.
• Interpret and identify customer needs and respond appropriately and professionally.
• Obtain relevant information systematically to provide a seamless interaction with customers when supporting their inquiries.
• Take ownership of customer relations through service and commitment to follow through.

Shift Schedule:

• Contact Centre hours are Monday to Friday, 8:00 AM to 8:00 PM.
• Shift is scheduled for 8 hours (7.5 paid hours).
• Core shifts are based on tenure and business needs.

Qualifications:

• Previous customer service experience, preferably in a call centre environment.
• Ability to multitask in a fast-paced environment.
• Quick to adapt to an evolving environment.
• Professional telephone and email communication skills and etiquette.
• Proficiency in word processing, Excel, and various web-based programs and Windows applications.
• Clear and concise communication and interpersonal skills.
• Strong problem-solving skills with the ability to analyze and resolve customer concerns.
• Excellent attendance and punctuality.
• Ability to handle a minimum of 70+ calls per day; high achievers may handle 100+ calls per day.

Desired Qualifications:

• 1–2 years of experience in a contact centre environment.
• Excellent telephone manners and communication skills.
• Flexibility with working hours based on business needs.
• Prior customer service experience in a similar role.
• Bilingual French language skills are considered an asset.

Leap Recruitment Partners is an Equal Opportunity and Affirmative Action Employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or age. Leap Recruitment Partners does not tolerate discrimination or harassment based on any of these characteristics and encourages applications from individuals of all ages.