Job Description
Olympia Benefits Inc. is looking for a Customer Service Representative to join our team in Calgary, AB.
Role Summary
The primary responsibilities for the Customer Service Representative (CSR) include answering all inbound and outbound calls, chat lines and emails in a courteous and professional manner. The CSR will provide strong customer service to all clients and provide resolutions to client concerns and complaints by building relationships with each client.
Role Responsibilities
- Answer all inbound and outbound calls, web chats and emails from customers as soon as possible
- Retain and ensure customer satisfaction
- Provide callers with accurate information regarding their inquiries, completing research as necessary
- Identify, research and resolve customer issues
- Print your Daily Changes report, audit and provide supporting documentation
- Contact clients to resolve claim issues, returned mail, form errors and commissions
- Follow the schedule to contact new clients and walk them through the plan
- Recognize, document and alert the supervisor of trends in customer calls
- Recommend process improvements
- Maintain Olympia Benefit’s Inc. Service Standards
- Follow and complete a schedule of duties to ensure all tasks are completed within allotted time frames
- Other duties and tasks as required
Performance Metrics
- Answer all incoming calls, chat line and email inquiries in an efficient manner
- Demonstrate a high level of integrity due to the nature of documents and information being handled
Competencies
- Strong communication skills, both verbal and written
- Ability to provide exceptional customer service
- Excellent interpersonal skills
- Work autonomously and under pressure
- Must be detail oriented
- Must have the ability to maintain professionalism in all situations
- Ability to successfully multitask and prioritize projects
- Effective research and analysis skills
- Ability to work within a team environment but be self-motivated
- Must be able to learn new skills that are required for this position
- Personal characteristics such as friendly attitude, good judgment, honesty, tactfulness, and initiative are essential
Required Qualifications
- High school education is required.
- Minimum 1 year Call Centre or Customer Service experience
- Basic level of Microsoft Word, Excel, and Outlook
- Ability to communicate effectively with a variety of personalities
- Experience with an online customer service platform (ex. Zendesk)
Reasons why you should join Olympia’s team, and why Olympia has been selected as one of Alberta's Top Employers from 2011 - 2022:
- Olympia Financial established the Olympia Charity Foundation to allow employees to be directly involved in deciding how and to whom their charitable funds are donated - the charity's main source of funds are employee donations, which are all matched by the organization.
- Olympia Financial offers a generous health spending account, equivalent to five percent of an employee's annual salary, to a maximum of $7,500.
- Health Wellness Account is a personalized wellness health program that provides employees with a taxable allowance to spend on wellness-related activities and products. The purpose of the plan is to promote employee wellness and expense categories include nutrition, fitness, personal development, and mental health.
- Employee Share Ownership plan available with company matching.
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