Customer Service Agent

6 months ago

Kirkland, Canada Phillips & Cohen Associates Full time

Phillips & Cohen Associates (Canada), Ltd, the industry leader in compassionate engagement services with offices located throughout the globe, is seeking Estate Care Specialists to join our team. The incumbent will proactively and professionally engage with customers and their representatives to resolve outstanding account balances. Key characteristics of a successful Estate Care Specialist include excellent communication skills, the ability to prioritize, empathy, active listening, and business-appropriate technical skills.

**Responsibilities**:

- Effectively communicate with customer representatives in a compassionate, professional, and fair manner in an effort to evaluate estate solvency and work towards timely payment.
- Provide guidance, assistance, and support to customer representatives throughout all stages of the estate/succession process.
- Maintain and manage the queue of files in-line with applicable regulations, company procedures, and customer service best practices.
- Respond to and address inquiries from attorneys, executors, administrators, and/or estate representatives.
- Provide requested correspondence and/or account documentation and follow-up to ensure receipt.
- Resolve questions, discrepancies, and disputes pertaining to outstanding account balances timely and completely.
- Meet defined department goals and activity metrics; achieve minimum requirements on all key performance indicators, including quality assurance and compliance reviews.

**Qualifications**:

- High-school diploma, or equivalent.
- Experience within debt collections, customer service, or similar phone-based employment preferred.
- Sales experience preferred.
- Bilingual (French) required.
- Strong communication, problem-solving and analytical skills.
- Ability to work independently and adapt to a fast-changing environment.
- Proficiency in Microsoft Office, including Excel and Word.
- Experience in a telecommunications environment is preferred but not required.
- Creative, self-disciplined, and capable of identifying and completing critical tasks independently and with a sense of urgency.

**Hours: 2 Days 12:00PM - 9PM, 3 Days 8:00AM - 5:00PM **_**(No Weekends Required) **Office location not easily accessible using public transportation**_

**Job Types**: Full-time, Permanent

Pay: $22.00 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Vision care
- VRSP

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Commission pay

Ability to commute/relocate:

- Kirkland, QC H9H4M7: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Call center: 2 years (required)
- Customer service: 2 years (required)
- Sales: 2 years (required)
- Financial services and/or Banking: 2 years (required)

Work Location: In person

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