Customer Service Representative

Co-operators Career; Caplan; Hybrid; CAD 44,000 - 73,000; Full time

Benefits offered by this job

Training and development

Community involvement

Competitive benefits

Job summary

Co-operators in Caplan and Warwick, QC is seeking a Customer Service Representative for a hybrid call center role focused on auto and property insurance. You will engage with English- and French-speaking clients, build relationships, and contribute to sales goals.

One year of office experience and some post-secondary education are preferred. Proficiency in English is essential; knowledge of underwriting or insurance products is an asset. Competitive compensation and benefits are offered.

Qualifications

• One year of office experience.
• Bilingual English and French is essential for main duties.
• Knowledge of underwriting practices and home/auto insurance is an asset.

Responsibilities

• Sell auto and property insurance by identifying needs and responding to leads.
• Provide exceptional client service, respond to inquiries, and resolve complaints.
• Upsell and cross-sell other product lines through referrals.
• Meet or exceed individual sales, quality and productivity goals.
• Support agency/call centre operations through prospecting and client contacts.

Skills

Bilingual EN/FR

Customer service

Call center

Sales mindset

Education

Some post-secondary education

Tools

CRM software

Job description

Company: CGIC Department: Retail Sales Employment Type: Regular Full-Time Work Model: Hybrid Language: Bilingualism in English and French is required. Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Distribution team aspires to be the leader in client engagement among Canadian Insurers. We strive to provide a seamless and personalized client experience. Our knowledgeable and trusted team is committed to delivering financial services solutions to meet our clients' unique needs.

As the customer service representative in our offices located in Caplan, Quebec and Warwick, Quebec you will consistently attract new business, meet or exceed sales targets and provide excellent client care. You will play a fundamental role in supporting and developing agency/call centre operations through prospecting, client contacts and sales activities, with a focus on Auto and Property insurance.

How you will create impact:

• Selling auto and property insurance to clients by identifying insurance needs, proactively building a network that cultivates sales opportunities and responding to cross-channel leads in a timely fashion.
• Applying appropriate underwriting guidelines within current binding authority levels, providing quotes and upselling and cross-selling other product lines through referrals.
• Contributing to the overall sales growth plan by achieving individual sales, quality and productive goals.
• Providing exceptional client service through responding to client inquiries and concerns, resolving complaints and escalating matters appropriately.
• Maintaining client retention by supporting referrals and effectively communicating, listening and negotiating with clients who inquire about cancellation.
• This position supports primarily non-French speaking clients located inside and/or outside of Québec and requires proficiency in English on a regular basis. The essential non-French duties are not assignable to adjacent or other team members.

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support your peers.

To join our team:

• You have one year of experience in an office environment.
• You have some post-secondary education.
• Having knowledge of underwriting practices and home and auto insurance products is an asset.
• Proficiency in both English and French is essential to the main duties in this role, including servicing and communicating primarily with majority anglophone and francophone clients, groups, and teams. The essential non-French duties are not assignable to adjacent or other team members.

What you need to know:

• This role operates in a call center environment where a high level of audio and visual concentration is required for extended periods of time.
• Strict confidentiality with respect to employee’s employment records and other personal information.
• You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you:

• Training and development opportunities to grow your career.
• Opportunities to give back to your community.
• A competitive compensation package and benefits program.

Expected salary range $43,550 to $72,583

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.