Job Summary
United Van Lines (Canada) Ltd. is Canada's largest network of moving companies and the only Canadian van line that is 100% owned and operated by its members. We are a winner of Canada’s Best Managed Companies program.
We are currently recruiting for a Bilingual (French/English) Customer Care Representative to join our team working with our customers, movers and fellow departments in the Customer Care and Claims Department. Primarily, the Customer Care Representative will investigate and resolve customer service and claim issues in a quick and efficient manner. The result is to leave the customer feeling satisfied with our company so they will choose us again in the future..
Duties and Responsibilities:
- Receive, register and distribute new claims
- Respond to Customer, Member and Driver inquiries
- Review new files and take appropriate action. i.e. initiate an investigation, trace missing items, provide authorizations to Member’s, assign service providers, negotiate settlements
- Research replacement items for price confirmation or purchase
- Manage outstanding claims through the use of reminders (alerts), to ensure all claims are kept up to date and closed within 30 day settlement guarantee
- investigate and respond to appeals from Customers and Members
- Audit Claim Settlement Invoices and Settlement Summaries from third party companies
- Review all paperwork, determine liability and complete the claim assessment (chargeback) when the claim is finalized
- Receive customer inquirie or concern (phone, email, survey or letter)
- Investigate with everyone involved
- Respond to Customer with action plan and settlement
- Process charge back to Member’s involved based on their responsibility
- Identify area’s for improvement to be shared with those involved or affected by complaint
- Assist in the training of all new staff and share best practices
- Attend regular departmental meetings
- Handle other related duties and projects as assigned
Qualifications:
- Education: High school education or equivalent
- 5 years of experience in a related bilingual customer service position
- Excellent English and French language skills, both written and verbal
- Proficient in the use of Microsoft applications (Word, Excel, Outlook)
- Customer centric focused
- Detail oriented
- Ability to listen, stay calm and empathetic and diffuse a tense situation
- Accuracy, time management, creativity, problem solving, decision making
- Ability to analyze and investigate potential issues, with autonomy and confidence
- Good written and verbal communication skills
- Must work well under pressure and be able to juggle multiple projects simultaneously
- Ability to work well within a team environment
- Pleasant telephone voice/manner
Working Conditions
The work environment is an Office Environment that is:
- Fast paced
- Time sensitive
- Challenging scenarios arise and must be met with clear decisive action
- Required to deal with a high volume of work during peak season
- Large volume of emails, phone calls, paperwork requirements
Job Type: Full-time
Schedule:
Language:
Work Location: Hybrid remote in Mississauga, ON L5T 1S9
