REMOTE Customer Service Representative in Ottawa, Ontario

Our client one the largest Telehealth companies and are hiring remote customer service representatives across Canada!

Description:

Important – People will be calling in to enquire about their pension payments and the reps have to be empathetic and kind over the phone as it is a sensitive conversation.

Day-to-day:

• Remote inbound/outbound (20/30%) call center environment

• Agents will be trained on multiple systems and procedures, they must be able to follow company-mandated processes and procedures as it relates to benefits, pensions, and death reports

• The candidate will be working with multiple screens and must be tech-savvy enough to multi-task and do basic troubleshooting at home

• Handling a minimum of 15 calls a day but can go up to 50 dependent on volumes. Calls vary between 7-15 mins but can sometimes go up to 30 mins

• Listen and identify the root of the cases, interact with the consumer on the phone, online networks and / or email, and solve the problem accordingly.

• Know the performance objectives established both individual and team, which may include customer service, productivity, quality standards and any other area related to the business that is necessary.

• Keep your knowledge of the policies and products of the account updated

• Read and make sure you understand new policies, procedures and products or updates of existing ones.

• Communicate with the supervisor, team members and other teams regarding problems, solutions and trends.

• Keeping account information confidential, protecting it from unauthorized use

• Document all assisted cases and perform any other task, duties or services required by the immediate superior manager.

• Keep an accurate and meaningful logbook of each call in the account system; according to established procedures and policies.

Examples of calls:

• change of address

• update or change personal information

• death reports from family members for pension owners that have passed away

• missing or delayed pension payments

• statement inquiries for RRSPs/TFSAs

Training:

• Two weeks

• Training is very fast paced

• Training team is very supportive and open to feedback to ensure Agents feel confident

Qualifications:

1) 1 Year of Canadian call center experience relating to Benefits, Pensions or the Insurance industry

2) Internet connection – must be connected directly to an internet modem (Hard Wired)

3) Tech savvy – experience using MS office & Windows platforms, salesforce a plus!

4) Schedule: Monday-Friday, 7:30AM -9PMEST

5) Basic knowledge of RRSPs/TFSAs (Some financial knowledge)

Disqualifiers:

• No phone Canadian call center experience

• Students / all candidates cannot be taking any courses to be considered

• Receptionist customer service experience/Retail Experience

Nice to haves:

• Desire to work in ER/HR

  À propos de TEKsystems:

Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d’un nouveau monde d’opportunités. Nous sommes une équipe solide de 80 000 personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l’industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C’est le pouvoir d’un vrai partenariat. TEKsystems est une société du groupe Allegis.

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.