Customer Care Specialist

**The customer care team is part of our 24/7 contact centre. You need to be flexible to work a variety of shifts, on rotation, based on the needs of the business.**

**guard.me International Insurance** recognizes people as our most valuable asset. We look for individuals who like working with and helping people and who are interested in long-term career growth within an established, successful company. The work environment is fast-paced and high-energy. You'll get a chance to communicate with others, as everyone's input is valued. The culture is truly collaborative. You'll be working with an established award-winning team with an impressive track record.

If we still have your attention, please read through the responsibilities and qualifications and if you think you’re a good fit, we’d love to review your resume

**Responsibilities**:

- Provide and maintain a high standard of customer service to client organizations, insureds, their families and guardians as well as service providers
- Communicate appropriately based on the situation, using empathy and adjusting tone as needed in sensitive situations
- Maintain accurate data entry; organize and work with detailed records to access, search and retrieve information efficiently
- Create accurate notes of each interaction in our database
- Contribute to and maintain document management activities (filing & storing of documents, inventory or research activities)
- Responsible for resolving customer complaints in a professional and timely manner
- Liaise with other departments to solve queries as necessary
- Actively engage in continuous learning and development, including expanding knowledge of **guard.me** products & processes
- Availability to be flexible to work a variety of shifts, on rotation, based on the needs of the business
- Other duties and responsibilities as guard.me shall reasonably require

**Qualifications and Skills**
- Minimum of 3 years’ experience in a Contact/Call Centre environment
- Completion of Secondary School, College Diploma, or Degree, or equivalent combination of education and experience.
- Insurance experience would be an asset
- Excellent customer service attitude with an ability to demonstrate this while taking calls
- Solid teaming skills to work collaboratively in a positive, energetic and outgoing manner
- Comfortable adapting to new situations with the ability to perform well, negotiate and problem solve in dynamic situations
- Strong attention to detail with the ability to multi-task
- Ability to maintain high-level of confidentiality of clients’ information
- Tech-savvy with the ability to learn new computer systems and work with industry-related software programs
- Experience using Microsoft Office (Word/Excel/Outlook), Adobe Reader, Internet Search Engines (Google Chrome, Mozilla, IE)
- Excellent verbal & telephony skills with the ability to maintain a calm and professional demeanour
- Excellent written communication skills with the ability to compose professional correspondence in English
- The ability to communicate in a second language is an asset

**How to Apply**:
Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

**About Us**

**guard.me International Insurance** is the premier provider of quality healthcare insurance to the International Education and Travel Market. We provide comprehensive health insurance products for international students who are studying in Canada and for international students who are studying outside of Canada, as well as teachers and participants in the exchange, co-op and work abroad programs. Since 1994, we have continually worked to exceed the expectations of our clients by offering superior service, comprehensive policy benefits and fast efficient claims processing that continue to surpass industry standards.

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

**Salary**: $40,000.00-$45,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Discounted or free food
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- On call

COVID-19 considerations:
A mandatory vaccination policy is in place—daily sanitization of office. Masks are welcome.

Application question(s):

- We have a mandatory vaccination policy in place. Do you have both COVID-19 vaccinations?
- We require up to 8 weeks of IN OFFICE training, Monday - Friday, 9am - 5pm EST. Are you available to participate in the mandatory training?

**Education**:

- Secondary School (preferred)

**Experience**:

- over-phone customer service: 3 years (preferred)