Bilingual Customer Service Representative (Retail)

Please note the base salary will be determined by the successful candidate's education, skills and experience. The listed salary range serves as a general pay guideline for this position's pay level.Bilingual Customer Service Representative (Retail)Location: Remote, CanadaEmpire life is looking to hire a Customer Service Representative to join our Retail Operations team! If you love speaking directly with customers, and upholding high quality customer interactions, while working in a dynamic & supportive team environment, then this role is for you!Why pursue this opportunityOur mission - make insurance, investments and benefits simple, fast and easy for our customers.Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.Participate in training and development programs - we offer a range of training and development programs to help our employees stay up-to-date with the latest industry trends and developments.What you'll be working onManage and address in-bound phone calls, emails and voicemails from our customers and distribution partnersRespond efficiently and accurately to customers, provide solutions that fit individualized situations and prioritize the customers' needs at each step of the process.Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with the escalation teamResponsible for maintaining positive and high quality customer interactionsResolve escalated inquires or escalate issues to 2nd level for resolutionAccess and obtain data from multiple information systems to respond to questionsWhat we're looking for you to haveBilingual in French & English is required1+ years demonstrated experience in a direct customer service environmentStrong communication and active listening skills, as required, to engage with customers and build strong relationshipsCustomer focus and adaptability to different personality typesAbility to problem solve, multitask and manage time effectivelyExperience working in a call center or customer-support role is considered an assetExperience in the insurance/financial services industry, with individual insurance and investment experience is an asset, but not requiredHigh school degree or equivalentWorking towards completion of ACS, PCS, FLMI is an asset, but not requiredIf you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada. Beyond the salaryFor regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:Competitive salaries with annual pay increasesAnnual bonus program, which recognizes both strong company performance and individual contributionsCompetitive uncapped commission for sales positionsA comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health accountFlexible work arrangements and an annual allotment of personal health days.Four weeks annual vacation from hire dateA defined contribution pension plan with generous employer matchingTop up programs for parental leave and compassionate leaveEmployer-sponsored wellness and recognition programsA cash employee referral programTo learn more about working at Empire Life, visit https://www.empire.ca/workatempire.Get to know usEmpire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca . Insurance,Insurance and Employee Benefit Funds