Customer Relations Specialist

6 days 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**:
As Canada's largest automobile association, we are passionate about keeping our Members safe
- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. 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**
- Acts as a primary contact for incoming cancellation requests in an effort to retain business
- Resolve customer concerns by taking accountability for the issue and ensuring resolution
- Liaise with ombudsman officer regarding escalated concerns, Investigate and respond to customer concerns and complaints in an effective and timely manner
- Listen to the voice of the customer in order to provide feedback and gather data for future process improvements. Proactively contact (outbound calls) to follow up on customer satisfaction survey (VOM) detractors
- Act as the first point of contact for insurance support for frontline insurance advisors
- Collaborate with various departments in order to service internal associates and external clients

**What You Have**
- Post-secondary education completion is required
- OTL License a must; CIP designation an asset
- 2-3 years of relevant experience, preferably in Insurance and Customer Relations
- Excellent customer service and dispute resolution skills
- Proven analytical skills
- Advanced computer skills: Excel, Power Point, Word
- Ability to provide insurance service in the following provinces (Ontario, New Brunswick, Nova Scotia, PEI). Meet educational requirements per province

**What’s In It For You**
- Competitive salary
- Annual bonuses and merit increases
- 3 weeks’ vacation
- Flexible benefit plan
- Defined Contribution Pension
- Complimentary CAA Membership

**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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