Manager Customer Relations

2 weeks ago

Thornhill, Canada CAA Club Group Full time

**About Us**:
Our P&C Insurance Company offers a dynamic professional environment which strives to offer the ultimate customer experience. We share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for the customer.

**Who we are**:
Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development
- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

**Position Details**:
**What You Will Do**
- Manage a team of Membership Administration Associates to handle all back-office Member-facing and/or Member-impacting activities
- Provide internal support to our Privacy team and incoming requests
- Provide internal support for Member inquiries about our loyalty program
- Reach out to Members as required to verify information and update memberships (e.g., cancellations, ACCR/PAD failures, and other)
- Participate in Projects, BPI initiatives, and UAT for releases as needed

**What You Have**
- Post-Secondary education completed, degree in Business or related program
- Lean Six Sigma, Call Center Certification is an asset
- Minimum of 5 years experience in the call centre, insurance or travel industry exposure
- 2+ years of Insurance leadership experience
- Strong knowledge of customer experience methodologies and principles
- Strong change management and relationship management skills
- Excellent written and verbal communication skills

**Our Commitment**:

- We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs._

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