Customer Service Analyst

Leap Recruitment Partners; Kamloops; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading insurance company is seeking a Customer Service Analyst to join their hybrid team in Kamloops. In this role, you will provide exceptional service, resolve inquiries, and manage customer relations while supporting the company’s goals for growth. The ideal candidate will have strong customer service skills and adaptability in a fast-paced environment.

Qualifications

• 1-2 years previous customer service experience in a call center.
• Proficient in communication and interpersonal skills.
• Ability to handle 70+ calls per day.

Responsibilities

• Provide first-class service to customers and brokers.
• Investigate and resolve billing discrepancies efficiently.
• Communicate effectively and empathetically with customers.

Skills

Customer Service

Problem Solving

Communication

Multitasking

Bilingual (French)

Education

High School Diploma

Tools

Word Processing

Excel

Web-based Programs

Job description

A large and reputable insurance company is looking to add an Customer Service Analyst to their growing team. The role is hybrid and offers the possibilty for growth.

Shift : 8am-8pm (8 Hour Shift within this 12 hour window), Monday-Friday

Location : Hybrid, Markham, ON

Role : Contract

RESPONSIBILITIES :

• Provide first in class service to our customers / brokers by supporting billing telephone inquiries in a professional, timely and courteous manner.
• Investigate and resolve discrepancies in a joint effort with our brokers and underwriters on billing related matters.
• Act as Company Ambassadors in supporting inbound insurance / claims inquiring customers with an accurate and efficient triage to the appropriate team for further assistance.
• Communicate clearly, effectively and empathetic to customers both through telephony and electronic means via email resolving issues and ability to describe various programs / services available to our customers.
• Interpret and identify the customer’s needs and respond appropriately and professionally.
• Obtain relevant information systematically to provide a seamless interaction with our customers when supporting their inquiry.
• Take ownership of customer relations through service and commitment to follow through.
• Contact Center Hours are Monday – Friday 8am – 8pm
• Shift is scheduled for 8 hrs (7.5 hrs paid)
• Core shifts are based on tenure and business needs

QUALIFICATIONS

• Previous Customer Service experience – preferably in a call center environment.
• Ability to multitask in a fast paced space.
• Quick to adapt to an evolving surrounding.
• Professional telephone / email talent and etiquette.
• Proficiency in word processing, excel and various web-based programs / Windows applications.
• Clear and concise supportive communication and interpersonal skills.
• Analyze and resolve customer concerns (problem solving skills).
• Attendance and punctuality is imperative.
• Handling a minimum of 70+ calls per day : high achiever will handled 100 calls per day
• 1-2 years experience in a contact center environment.
• Excellent telephone manners and communication skills.
• Must be flexible with respect to working hours & business needs.
• Prior customer service experience in a similar role.
• Bilingual French knowledge is an asset.

At Leap we are an Equal Opportunity and Affirmative Action Employer. That means all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination or harassment based on any of these characteristics. Leap encourages applicants of all ages.