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Team Leader, Customer Service

ECONOMICAL INSURANCE

Toronto, ON, CANADA

Team Leader, Customer Service

Job Code: 6749
Location: Toronto, ON
Department: Sonnet
# of openings: 3
Job Type: Full Time
Closing Date: 31/01/16

Description

Role Background

We are Sonnet , Canada's smart new insurance done completely online. We set out to change how Canadians feel about insurance, and that means changing how we think about customer service. 

We hire people who love people.  People who are crazy about customers and believe that customer service can and should be easy and fun for all (employees and customers alike). We are a technology company, so self-professed digital geeks are more than welcome. We also look for people who don't take themselves too seriously, can work in ambiguity, support each other and communicate authentically to join our team. When our customers reach out to us with questions or need help to solve a problem, we want them to feel like they are being helped by someone who really cares.  The feedback we hear so far is that talking to one of our Customer Service Heroes is like talking to friends or family and we NEVER want that to change. 

If all that doesn't sound like you then stop reading now!  If it does sound like you, read on!

Reporting to the Manager, Customer Service, you will be responsible for leading a team of Customer Service Heroes and assisting the senior leadership team in implementing the overall customer strategy through various projects and initiatives.  This includes the development and continuous improvement of people (coaching, improving training, communications, engagement, etc.), process (enhancing operations and increasing efficiencies) and technology (leveraging technologies, automating processes and making recommendations for technology improvements where applicable). You will ensure the team is providing unparalleled service and support to our customers.  This requires a motivational leader, knowledgeable in all aspects of call centre operations and a track record of building loyal, motivated and caring teams.  You will need to influence, negotiate and collaborate with internal and external partners in Marketing, I.T., Product and more.  The Team Leader, Customer Service, is key in ensuring that valuable "Voice of the Customer" insights received through customer calls, chats, emails and social media are shared and leveraged throughout the company, driving systemic improvement throughout the organization.  This is a critical role in ensuring we can disrupt this industry and lead in the new digital world.

You Will:

  • Be an incredible leader to your team.  You will treat them as your "customers" ensuring they are supported, developed, mentored and recognized
  • You will lead our Customer Service Heroes to ground-breaking results in customer experience
  • To achieve these first two things, you will be spending the bulk of your time in some type of coaching, teaching, communicating or recognition-related activity such as:
    • Reviewing calls, emails and chats to provide helpful coaching and development weekly
    • Sharing your wisdom, insights and recommendations with our CSH team while reviewing their scorecard results with them
    • Ensuring there is a record from which to grow on by completing reporting, coaching forms and shift reviews 
    • Completing other reports as required
    • Knowing your team, supporting them and recognizing when they do amazing things
  • Help to evolve this new contact centre in an organization obsessed with Customer Experience; it is all about the customer from design to servicing
  • Recruitment is critical; you will be part of hiring and cultivating a team of true Customer Service Heroes
  • You may already possess a Property and Casualty (P&C) agent license(s) or are willing to pursue with paid training
  • Be encouraged to pursue opportunities for growth and advancement
  • Challenge the status quo and join us on the road less travelled.
  • Fail fast and learn even faster
  • Partner with other departments to ensure strong two-way communication and that the Contact Centre gets the appropriate information to effectively handle our customer calls, chats and emails
  • Always champion the service philosophy in everything you do and every meeting you are in; you help us create the gold seal standard in customer service and you challenge others both in the Contact Centre and in the broader organization to live up to the standard
  • You already possess a Property and Casualty (P&C) agent license(s)
  • You already possess a Level 3 General Insurance license in the province of British Columbia 

You Are:

  • Excellent at listening, making people feel heard and valued
  • A believer in servant leadership and an eternal student of service
  • Someone with 3 or more years as a leader in a world-class customer service environment with a strong track record of leading teams to new levels in employee engagement and customer satisfaction
  • A natural coach with experience in reviewing calls, emails and chats and providing motivational development to your team
  • Someone with excellent reporting and analytical skills
  • Someone with a good understanding of call centre processes and technology best practices, including workforce management, telephony, IVR, CRM and more
  • A master at handling escalations and at mentoring your team to do so
  • Someone with a strong work ethic who leads by example, works hard, plays hard and expects nothing less from those around you
  • Someone who is not afraid to ask others for help when needed
  • Flexible to work at different times in order to run this operation
  • Ideally Bilingual, experienced with Cisco phone systems, Salesforce Service and  managing a Social Media team (all considered an asset and not required)
You Will be Measured On:
  • The two metrics that matter the most - Employee and Customer Satisfaction:
    • World-class service as demonstrated by the Contact Centre having amazing Quality Monitoring Scores, Customer Compliments and Customer Satisfaction measures
    • Leadership and ability to motivate and inspire as measured by high employee satisfaction, low absenteeism, turnover, internal promotions, etc
    • Commitment to team as measured by leader and peer compliments

About Economical Insurance

We have ambitious goals for our future, and our desire to make a difference is evident in everything we do. Our employees are the reason we’ve come as far as we have, and the reason we’ll go much further still. That’s why we cultivate a high-performance culture of possibility and innovation — where ambition, collaboration, and fun come together to create a rewarding experience.

We offer competitive pay, great benefits, company-matched RRSPs, award-winning health and wellness programs, flexible work schedules, and learning and development opportunities. 

If you have the desire and the drive to help us reinvent insurance, let’s talk.

Visit the website

What it's like to work at Economical Insurance

Who we are

For Canadians by Canadians, we’re a company that imagines bigger and better things, which inspire us to think innovatively, evolve, and adapt. Sure, we definitely enjoy a laugh or two along the way. But what really inspires us to challenge the status quo and grow our business is the fact that we’re empowered to make decisions that improve our customers’ experience and support how we want to get things done — which is just as important to us.

By focusing on our customers first, we’ve become one of this country’s leading and most trusted property and casualty insurance companies.

What we do

Because our customers are at the centre of everything we do, we make one simple promise: We'll be there for them when they need us most. We’re proud of our 93% claims satisfaction rating and reputation as an insurance partner people can count on to protect what matters most.

Helping Canadians is what we do, so it should come as no surprise that our community-giving program is one of the best around. It’s why our employees can be found actively fundraising, coaching kids, or doing whatever else is near and dear to their hearts with their paid volunteer days.

A look inside Economical Insurance

Benefits & Perks

Expect more

We’re looking for the best of the best, so you should expect the best from us too. Our employees enjoy flexible work schedules, generous vacation time, competitive pay, great benefits, and company-matched RRSPs.

From bright, collaborative workspaces and a smart-casual dress code, to award-winning wellness and learning programs, we make every effort to keep you inspired, healthy, and engaged. So go ahead and expect more — you deserve it.

Do great things with great people

We attract, recognize, and reward people who are curious, results-oriented, optimistic, and open-minded — doers and thinkers, extroverts and introverts, self-proclaimed nerds and dreamers, listeners and communicators.

Everyone here is different, which only makes us stronger. The common denominator is a passion for creating a better experience for our customers.

Have fun while you’re at it

A happy workplace is a better workplace. From coast to coast, we’re proud to provide a positive work environment for our teams.

We believe a day at the office should be enjoyable and that a little fun can spark innovation. Team events are a great opportunity to connect, have a laugh, and unwind — and show your creative side while you’re at it.

Team Leader, Customer Service, ECONOMICAL INSURANCE , Toronto, ON, CANADA