What You Will Do
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Support the Insurance Service team by answering inbound calls from our CAA Insurance policy holders regarding general service inquiries around billing options and payments
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Send outbound correspondence to CAA Insurance policy holders, providing technical support for CAA Connect and CAA MyPace
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Assist with the collection of data for departmental reporting
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Offer support for ongoing departmental projects and initiatives
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Meet Key Performance Indicators (KPI's) including first call resolution, average call handle times and various other customer service metrics to ensure top quality service is being provided
Who You Are
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Post-secondary education completed
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Considerable experience in retail, customer service, and/or a call centre environment
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Strong communication skills, both written and verbal
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A highly motivated individual, committed to continuous improvement and exceeding client expectations
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You use your critical thinking skills to identify needs and propose solutions to the customers
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You are a team player who shares knowledge and insights with peers
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You are positive, customer focused and resourceful
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Insurance experience is considered an asset
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OTL/RIBO licensed an asset (if you are not licensed, you must be willing to obtain your OTL, provided by CAA)
**OTL (Other Than Life) insurance license training will be provided by our in-house learning and development team who will teach you about the home and automobile products, and overall industry information in preparation to write the OTL exam. A successfully completed OTL exam is required for the job.
Call Centre Hours
Monday to Thursday - 8:00am to 8:00pm
Friday - 8:00am to 6:00pm
Saturday (once a month) - 9:00am to 4:00pm
**You must be flexible to work various shifts within the call centre hours**
What’s In It For You
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Competitive salary with pay for performance bonuses and incentives
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Annual bonuses
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3 weeks’ vacation
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Flexible benefit plan
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Defined Contribution Pension
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Complimentary CAA Membership
As an organization we are focused on Member safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.
