Customer Service Representative

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 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.<br />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. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service.<br />If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you.<br />Job Type: Part Time, Permanent<br /><br />Compensation: From 20,00 $ to 22,00 $ per hour<br /><br />Scheduled Hours: Flexible, minimum of 20 hours weekly with flexibility to be scheduled up to 37.5 hours weekly as needed<br /><br />PRIMARY DUTIES:<br /><br />The Customer Service Representative (GSR) is a role supporting inbound customer service for the group savings and retirement sector of an insurance company.<br />HIERARCHY:<br /><br />Customer Service Representative (GSR) reports directly to the BPO Team Lead who reports to the BPO Senior Manager who reports to the BPO Practice &amp; Customer Success Director who reports to the Executive Vice President CX Practice who reports to the President of the Global Video Transformation division who reports to the Chief Executive Officer.<br />PRIMARY TASKS AND RESPONSIBILITIES:<br /><br />Respond to participant inquiries about their employer-sponsored savings and retirement plans.<br />Assist clients with transactions (withdrawals, deposits, retirement rollovers).<br />Provide general information about the organization.<br />Refer clients to specialists when needed.<br />Receive, understand, resolve complaints, and offer solutions.<br />Provide support and guidance while complying with internal policies.<br />Perform additional related tasks as assigned by the Service Manager.<br />Maintain strong client relationships through follow-up.<br />Identify and suggest improvements to enhance our services.<br />Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.).<br />Other duties as assigned.<br />COMPENTENCIES:<br /><br />Strong, clear and effective English and French written and verbal communication skills<br />Attention to detail and accuracy.<br />Exceptional team spirit and proactivity<br />Exceptional time management and multitasking abilities.<br />Remaining positive and persistent<br />Good organizational skills<br />Ability to work in a team.<br />Flexible, reliable and trustworthy.<br />Excellent interpersonal and communication skills<br />Analytical thinking, initiative<br />Compliance with standards and deadlines<br />Protecting confidentiality<br />Exceptional Attendance and punctuality<br />Quality-focused, responsible, organized, able to prioritize<br />Time management skills to multitask and adhere to SLAs.<br />REQUIRED EDUCATION &amp; EXPERIENCE:<br /><br />High school diploma or equivalent<br />Customer Service: 1-3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus.<br />User experience with good working knowledge of the Office Suite<br />Comfortable with technology<br />Group Savings and Retirement product knowledge is an asset<br />TECHNICAL REQUIREMENTS:<br /><br />Microsoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint<br />Genesys Cloud CX, a plus<br />LANGUAGE SKILLS: English &amp; French<br />WORK ENVIRONMENT: This role will be performed remotely.<br />PHYSICAL DEMANDS: Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute<br />EXPECTED HOURS OF WORK: Typically, 37.5 hours/week - Monday to Friday, day/evening shifts (8 AM-8 PM rotation). Overtime may be offered on occasion.<br />TRAVEL: No<br />BENEFITS AND COMPENSATION:<br /><br />Benefits:<br /><br />Computer equipment provided.<br />No sales or solicitation.<br />37.5 hours per week, Monday to Friday.<br />Dynamic work environment and great team.<br />Paid training.<br />Quick onboarding.<br /><br />Compensation:<br /><br />Starting salary: $19-$21 per hour (CAD)<br /><br />Two paid sick days (after 3 months of employment).<br />Two weeks of vacation.<br />RRSP program (available after 6 months of employment).<br />Paid holidays.<br />Group insurance (available after 3 months).<br />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 ma<br /><br />#J-18808-Ljbffr