Customer Experience Trainer
4 days ago
Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
Brown & Brown Canada has an exciting opportunity available for a Customer Experience Specialist .
Reporting to Digital Services, working with Personal and Commercial Lines. This specialist role will train teammates on modern digital tools and relationship building standards to optimize workflows, allowing our sales culture to thrive in a digital world.
WHAT YOU’LL DO:
Essential duties and responsibilities include the following but not limited to.
Coach and Train:
Responsible for benchmarking exceptional customer experience for existing and new clients.
Analyze customer experience needs to develop strategies / best practices ensuring these needs are met.
Identify areas of opportunity with new and existing teammates, design training materials, and coach individuals in the art of customer service.
Produce comprehensive training materials on various topics, including carrier products, industry underwriting standards, broker technology, and broker workflows.
Analyze sales and service phone calls to identify areas of improvement and excellence. Use these insights to initiate targeted training and development initiatives, reinforcing strengths and addressing weaknesses.
Make recommendations to management on operational efficiency and lead change with a “hands-on” approach.
Determine relevant metrics, KPI’s, and measurement tools. Present relevant findings to senior management.
Digital Services:
Leverage modern tech solutions to revolutionize how we help customers, turning critical touchpoints into a consultative experience.
Manage CRM data and systems workflow integrity as a vital lifeline for operational efficiency.
Maintenance of broker management system and sales technology.
Responsible for new employee setup and carrier access ensuring sales tools are available in a timely manner.
Advanced knowledge of broker technology troubleshooting (Example: TAM/Epic, ARS, CRM, hardware, telephony, MS Office).
Determine if technology troubleshooting request requires triaging/tracking with IT service or if technical training is required.
WHAT YOU’LL NEED:
5 years personal lines digital sales experience
Call centre (telephony and CRM) technical skills.
Must have a RIBO license in good standing.
Experienced user with Applied products
Strong track record of influencing and leading a highly engaged team.
Strong communication skills (verbal, written and presentation)
Strong team player and collaborator
Analytical and problem-solving abilities; develops optimal solutions that maximize organizational performance.
Proficient knowledge of Microsoft Office 365 products, including but not limited to SharePoint, Dynamics, Outlook, Word and Excel. Able to create and edit pivot tables, charts, spreadsheets, etc.
WHAT WE OFFER:
Excellent growth and advancement opportunities.
Competitive pay based on experience.
Generous benefits package.
Employee Stock Purchase Plan
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
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