Appeals & Safety Case Specialist

ICONMA; Montreal; On-site; CAD 45,000 - 55,000; Full time

Job summary

A vacation rental firm in Montreal is seeking an Appeals Associate to manage safety concerns, provide customer support, and resolve complex cases. The ideal candidate will have experience in customer service, excellent communication skills, and the ability to handle sensitive situations. This role requires adaptability, professionalism, and the ability to work in a fast-paced environment. Opportunities for growth and health benefits are offered.

Benefits

Health Benefits

Referral Program

Excellent growth and advancement opportunities

Qualifications

• 3+ years of relevant experience in customer service, mediation, or emergency services in a contact center.
• Excellent understanding of evaluating circumstances holistically and making quick decisions.
• Ability to work under pressure while maintaining professionalism.

Responsibilities

• Manage complex cases and resolve customers’ issues.
• Interact with customers through various channels including live chat and phone.
• Recognize and report threatening behaviors.

Skills

Strong communication skills

Problem-solving abilities

Customer service expertise

Ability to assess risk

Conflict resolution

Education

Degree in a relevant field or 2+ years of customer service experience

Tools

Basic computer literacy including Apple/Mac OS and Google Suite

Job description

A vacation rental firm in Montreal is seeking an Appeals Associate to manage safety concerns, provide customer support, and resolve complex cases. The ideal candidate will have experience in customer service, excellent communication skills, and the ability to handle sensitive situations. This role requires adaptability, professionalism, and the ability to work in a fast-paced environment. Opportunities for growth and health benefits are offered.