We are seeking enthusiastic entry level staff to work in our office located in Richmond. This role will provide Tier 1 application and process support for users of an international software solution for the insurance industry. You'll be providing front-line support to customers, helping get them back to doing what they need to do, as fast as possible. This means taking support tickets via phone and e-mail, and dealing directly with our customers on an ongoing basis.
Individuals applying for this position must communicate effectively when speaking with, or writing to, in English. Some of needed skills would be the ability to multi-task, have a strong attention to detail, work with minimal supervision, professional demeanor, and be able to adapt into a growing and changing environment.
Your success in this role comes from your passion for helping people and your knowledgeable approach. You have strong social skills and genuinely believe it's fun interacting with new people. You're good at making real connections with clients because you have great listening skills. Once you know what a client's issue is, you take pride in being able to personalize and support their needs.
One of the things you will enjoy most about Innovation Networks is the supportive team environment. You're never set up for failure; instead, you get all the coaching and training that you need to succeed.
Provide knowledgeable, effective and efficient customer service to customers in person or on the phone
Handling a high volume of inbound calls from clients in a prompt and professional manner
Taking claims reports from clients
Meeting the SLA targets for the client are a priority
Helping clients make changes to their claims
In conjunction with peers and management, participate and provide input into team meetings, standards, procedures, and special projects
Provide exceptional customer service
Work 40-hour week, participate in shift coverage that includes 7-day week
Skill and Attributes Qualifications
Minimum high school diploma
Minimum of 1- year experience within a call center environment
Basic computer knowledge to support user
Excellent decision making and problems solving skills
Enjoys working with others and has a passion for helping clients
Delivers excellent client service and possesses strong telephone skills
Communicates effectively when speaking with, or writing to, others
Uses active listening and questioning skills to understand needs and issues
Works well under pressure, both independently and as part of a team
Enjoys personal development and growth through learning
Provides and receives constructive feedback
Be a productive member of a 8-person team
Strong interpersonal skills with a polished and professional manner
Excellent organizational skills with motivation, self-direction, and good time management skills
The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy; and, excellent attention to detail.
Fluency in English, both spoken and written
Fluency in French will be considered an asset
We are only reviewing applicants that live in the Lower Mainland area currently.
We would like to thank all the candidates for spending time to apply for this position. Upon successful screening, only qualified candidates will be notified regarding interviews.