Customer Experience Specialist

21 hours ago

Mississauga, Ontario, Canada CAA Club Group Full time

Our Company Overview

CAA Club Group is a leading provider of travel, automotive and insurance services to millions of members across Canada.

We are seeking an experienced Customer Experience Specialist to join our team. As a key member of our Member Relations department, you will play a vital role in ensuring that our members receive exceptional service and support when interacting with us.

Salary: $60,000 - $80,000 per year

Job Description:

Key Responsibilities
  • Handling complex escalations and investigations for members
  • Working with members to assess claim reimbursement requests
  • Managing the Medallia survey detractor process for Road Service and MSS teams
  • Providing a final review and recommendation for Special Investigations Unit (SIU) requests
  • Taking ownership of the member experience while building rapport and demonstrating empathy on every call
  • Balancing the needs of the member and CCG to find a fair and equitable resolution to member claim and escalation requests

Required Skills and Qualifications:

  • Completion of post-secondary education
  • Experience in customer escalations and resolutions
  • Proficient in Microsoft Office Suite
  • Excellent customer service skills
  • Ability to adapt and work effectively within a variety of diverse situations
  • Excellent organizational and multi-tasking skills
  • Ability to remain calm under pressure

Benefits:

We offer a comprehensive benefits package, including medical and dental coverage, as well as access to employee discounts and perks.

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