Customer Service Assistant

Company: CGIC
Department: Embedded Experience Ops
Employment Type: Temporary Full-Time (12 months)
Work Model: Hybrid (2 days in office)
Language: Bilingualism in English and French is an asset.

The Opportunity:

We are a leading Canadian financial services cooperative 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.

As a Customer Service Assistant, you will respond to unlicensed customer requests via our inbound channels and will initiate some outbound client contact related to potential sales leads and other customer follow up as required. The Customer Service Assistant will complete administrative and back-office tasks to support the Licensed Insurance Representatives and manage volumes.

How you will create impact:

• Proactively engage with clients through various communication channels to deliver an outstanding customer service experience, making every client interaction an exceptional one.
• Answer queue calls and respond to chats and emails to quickly to identify and solve customer inquiries
• Provide first line technical and troubleshooting support to customers
• Make outbound calls to follow up on potential sales leads and determine eligibility prior to transferring to a licensed insurance representative
• Contribute to team results by supporting all colleagues to be successful in meeting client needs.
• Other administrative and back-office tasks as required.

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:

• 0 to 1 year of experience in insurance, sales and/or customer support.
• Working knowledge of Insurance or industry specific knowledge would be preferred.
• Basic keyboarding skills and knowledge of MS Office.
• Proficient in sales and customer support.

What you need to know:

• This role operates in a contact centre environment where a high level of audio and visual concentration is required for periods of time.
• Rotational shifts outside of standard business hours, Monday through Friday.
• Extended work hours, including evenings and weekends, may be required in the future.
• This role involves direct contact with clients and/or service providers in their environment.
• You will be subject to a 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.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Volunteer opportunities to give back to your community.

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Salary information​

Expected hourly range $20.3029 to $33.8381 CAD

Salary placement​

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.​

Incentive/Variable pay ​

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.