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Coordinator, Digital Call Centre

3 weeks ago

Toronto, Canada Sonnet Full time

**Coordinator, Digital Call Centre**:
Job ID : 5781
Category : Sonnet Insurance
Brand : Sonnet
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Toronto, Canada

Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. With strong roots that date back to 1871, Definity has grown to become a digital leader in the insurance industry. We’re proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you: It’s better here. Why? Because we CARE, and we provide an employee experience that’s collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Insurance Coordinator
**What are our employees saying about us?**

We can tell you all about the job, but part of what we do differently is that we involve our team in as much as possible. Here are just a few examples of what they said about the job:

- Managers who encourage the balance between quality and quantity so you can have freedom to provide outstanding customer service to our clients
- The people and the culture are amazing We’re like a family
- A team committed to positivity, finding answers and doing great work every single day
- The management team genuinely is transparent and honest about high-level decisions and how those decisions will affect us
- Mistakes here are turned into positives and result in personal growth, which is so refreshing
- Cooperative approach to issues —we help each other. All for one and one for all

**Brief Description of the Role & Responsibilities**:

- Resolving any problems that the customer has, providing first call resolution because you actually care and want to help them
- Collaborating with Insurance Advisors and other teams, as needed, in order to resolve customer problems quickly and provide a timely response back to the customer.

**Your Skills & Experience**:

- We want people that don’t think working in customer service is anything less than an amazing job, that is an extremely important part of a company’s success and is a highly respected role
- Previous experience working in an inbound or outbound call center is an asset.
- Strong written communication skills.
- We use computers and other technology to do our jobs. You have to be comfortable with various forms of technology (even be pretty good at it) and be web-savvy too.
- A lot changes around here and there is a lot to learn so, you must have a proven ability to shift and pivot as the business requires it.
- You need to be skilled at de-escalating customer’s concerns and problem solving to reach a resolution
- You enjoy working in a structured environment where you have a fixed schedule with set breaks/lunches. You also enjoy the fast paced nature of a call center environment

**Go ahead and expect a lot — you deserve it, and we’ve got it**:

- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

**Background checks**
This role requires successful clearance of a background check (including criminal checks and leadership references).