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Customer Service Representative at New Era Technology, Remote (Canada)

Your active listening skills, professionalism, and ability to build trust allow you to provide a high-quality, personalized customer experience. Do you enjoy understanding your client’s needs, offering tailored solutions, and providing the best advice to exceed expectations?

Our team is looking for bilingual and passionate individuals who are committed to delivering best-in-class customer service — with no sales or solicitation involved. Your career at i3 Vision, working on a contract with a major insurance company, will begin with five weeks of paid training, with full access to a trainer and a coach to support your growth.

Responsibilities:

Under the supervision of the Senior Director – Customer Experience, the Customer Service Agent is responsible for executing the action plan related to inbound calls for an insurance company.

• Answer customer inquiries regarding their insurance policies
• Assist clients with transaction requests
• Strong analytical skills are required
• Provide general information about the organization
• Redirect customers to colleagues for specialized needs
• Responsible for receiving, understanding, and handling complaints, as well as finding effective solutions
• Provide support and advice in line with company policies
• Perform other related tasks as requested by the manager
• Ensure positive client relationships by conducting appropriate follow-ups
• Identify and suggest opportunities for service improvement initiatives

ADDITIONAL INFORMATION

Regularly used equipment:

• Laptop, monitor, keyboard, mouse, and headset
• Call management software
• Microsoft Office 365 (Outlook, Word, Excel, PowerPoint)

Languages & software regularly used:

• French and English (spoken and written)

Physical demands :

• Being able to work sitting down for a long period of time
• Being able to type at least 30-40 words per minute

Key Competencies Expected:

• Excellent interpersonal and communication skills
• Analytical thinking and initiative (Passion)
• Respect for standards and deadlines (Respect)
• Ability to maintain confidentiality of sensitive and personal data (Honesty)
• Attendance and punctuality (Respect)
• Quality-focused (Engagement)
• Responsible and organized; able to prioritize tasks (Engagement)
• Team player (Collaboration)
• Knowledge of finance or savings products (an asset)
• Ability to multitask

Training Topics Include:

• Mastering best practices in phone-based customer experience
• Learning about insurance and financial service products (becoming ambassadors)
• Handling complex cases
• Mastering required tools and software

BENEFITS & COMPENSATION

• 100% remote work
• Computer equipment provided
• No sales or solicitation
• 37.5 hours per week, Monday to Friday (available between 8 a.m. and 8 p.m. on a rotating schedule; possibility of overtime)
• Hourly wage: $20 to $22 CAD (depending on experience)
• Weekends off
• Dynamic work environment and great team culture
• Several weeks of paid training
• 2 paid sick days
• 2 weeks of vacation
• RRSP program (Retirement Savings Plan)
• Quick onboarding/start date
• Job Type: Full-time, Permanent

Benefits:

• Dental insurance
• Life insurance
• Vision care
• Paid time off
• Group RRSP
• Work-from-home setup

Education:

• High School Diploma (Required)

Experience:

• Customer service: 1 year (Preferred)

LANGUAGE SKILLS: Fluency in French and English (oral and written). New Era Customers are more than 80% English-speaking.

WORK ENVIRONMENT:

EXPECTED HOURS OF WORK: 37.5 hours/week — Monday to Friday, day/evening shifts (8 AM–8 PM rotation; overtime possible)
TRAVEL: None

QUALIFICATIONS:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status.

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Below is the pay range of this position for considered candidates based on qualifications and experience.

Pay Range

• $20 – $22 CAD

New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/