Job Description

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 training

2 paid sick days

2 weeks of vacation

RRSP program (Retirement Savings Plan)

Quick onboarding/start date

Job Type: Full-time, Permanent

Benefits

:


Dental insurance Life insurance Vision care Paid time off Group RRSP Work-from-home setup

Education

:


High School Diploma (Required)

Experience

:


Customer service: 1 year (Preferred)

LANGUAGE SKILLS:

Fluency in French and English (oral and written). New Era Customers are more than 80% English-speaking.

WORK ENVIRONMENT:

EXPECTED HOURS OF WORK:

37.5 hours/week -- Monday to Friday, day/evening shifts (8 AM-8 PM rotation; overtime possible)

TRAVEL: None

QUALIFICATIONS:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.


EEO/AA Statement


New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status.


In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.



New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").



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