Customer Service Representative

Join New Era Technology, where _People First_ is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

**New Era Technology offers**:

- _Full Benefits_
- _Medical_
- _Dental_
- _Vision_

**SUMMARY**:
**Customer Service Agent** - Inbound Calls - Contact Center for a Leading Insurance Company

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 atleast 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**

**, 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._
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