Retail Customer Service Representative

Description:

Empire life is looking to hire a Customer Service Representative to join our Retail Operations team! If you love speaking directly with customers, and upholding high quality customer interactions, while working in a dynamic & supportive team environment, then this role is for you!

Why pursue this opportunity

Our mission - make insurance, investments and benefits simple, fast and easy for our customers.

Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.

Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.

Participate in training and development programs - we offer a range of training and development programs to help our employees stay up-to-date with the latest industry trends and developments.

What you’ll be working on

• Manage and address in-bound phone calls, emails and voicemails from our customers and distribution partners

• Respond efficiently and accurately to customers, provide solutions that fit individualized situations and prioritize the customers' needs at each step of the process.

• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with the escalation team

• Responsible for maintaining positive and high quality customer interactions

• Resolve escalated inquires or escalate issues to 2nd level for resolution

• Access and obtain data from multiple information systems to respond to questions

What we’re looking for you to have

• 1+ years demonstrated experience in a direct customer service environment

• Strong communication and active listening skills, as required, to engage with customers and build strong relationships

• Customer focus and adaptability to different personality types

• Ability to problem solve, multitask and manage time effectively

• Experience working in a call center or customer-support role is considered an asset

• Experience in the insurance/financial services industry, with individual insurance and investment experience is an asset, but not required

• High school degree or equivalent

• Working towards completion of ACS, PCS, FLMI is an asset, but not required

• If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.