Customer Service Representative -II

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

 

New Era Technology offers:   

· Full Benefits

· Medical

· Dental

· Vision

SUMMARY: 

Customer Service Agent – Inbound Calls – Contact Center for a Leading Insurance Company

Your active listening skills, professionalism, and ability to build trust allow you to provide a high-quality, personalized customer experience. Do you enjoy understanding your client’s needs, offering tailored solutions, and providing the best advice to exceed expectations?

Our team is looking for bilingual and passionate individuals who are committed to delivering best-in-class customer service — with no sales or solicitation involved. Your career at i3 Vision, working on a contract with a major insurance company, will begin with five weeks of paid training, with full access to a trainer and a coach to support your growth.

Responsibilities:

Under the supervision of the Senior Director – Customer Experience, the Customer Service Agent is responsible for executing the action plan related to inbound calls for an insurance company.

• Answer customer inquiries regarding their insurance policies
• Assist clients with transaction requests
• Strong analytical skills are required
• Provide general information about the organization
• Redirect customers to colleagues for specialized needs
• Responsible for receiving, understanding, and handling complaints, as well as finding effective solutions
• Provide support and advice in line with company policies
• Perform other related tasks as requested by the manager
• Ensure positive client relationships by conducting appropriate follow-ups
• Identify and suggest opportunities for service improvement initiatives

ADDITIONAL INFORMATION

Regularly used equipment:

• Laptop, monitor, keyboard, mouse, and headset
• Call management software
• Microsoft Office 365 (Outlook, Word, Excel, PowerPoint)

Languages & software regularly used:

• French and English (spoken and written)

Physical demands :

• Being able to work sitting down for a long period of time
• Being able to type atleast 30-40 words per minute

Key Competencies Expected :

• Excellent interpersonal and communication skills
• Analytical thinking and initiative (Passion)
• Respect for standards and deadlines (Respect)
• Ability to maintain confidentiality of sensitive and personal data (Honesty)
• Attendance and punctuality (Respect)
• Quality-focused (Engagement)
• Responsible and organized; able to prioritize tasks (Engagement)
• Team player (Collaboration)
• Knowledge of finance or savings products (an asset)
• Ability to multitask

Training Topics Include:

• Mastering best practices in phone-based customer experience
• Learning about insurance and financial service products (becoming ambassadors)
• Handling complex cases
• Mastering required tools and software

BENEFITS & COMPENSATION

• 100% remote work
• Computer equipment provided
• No sales or solicitation
• 37.5 hours per week, Monday to Friday (available between 8 a.m. and 8 p.m. on a rotating schedule; possibility of overtime)
• Hourly wage: $20 to $22 CAD (depending on experience)
• Weekends off
• Dynamic work environment and great team culture
• Several weeks of paid t