Customer Care Representative

Founded as a farmers' mutual in 1936, the company is now one of the larger mutual insurers in Canada.

About the role:

Hamilton Insurance Agency is hiring a Customer Care Representative to work remotely from Canada. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote, open to candidates across Canada.

Your responsibilities:

• Escalate complaints that need a supervisor or another department.
• Answer inbound calls, live chats and emails from a queue.
• Transfer calls to the right department with a warm handoff.
• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Call customers back on open issues within the promised timeframe.
• Follow scripts and required disclosures on recorded lines.

Qualifications:

• 3+ years of customer service, retail, hospitality or call centre experience.
• Reliable attendance. Schedule adherence is tracked.
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check.
• Able to sit at a workstation and wear a headset for a full shift.
• Typing speed of at least 35 WPM.
• High school diploma or GED.

Preferred qualifications:

• Prior billing or insurance call centre work.
• Knowledge of e-commerce order systems such as Shopify.
• Bilingual English and Spanish (pay differential)

Salary range: $21.50 - $24.00 an hour

Compensation and benefits:

• Health spending account.
• Group RRSP with employer matching.
• Parental leave top-up.
• Overtime paid at time and a half.
• Home office allowance.
• Paid training.
• Three weeks paid vacation to start.

Please include a short note on why this role interests you.

A resume is enough to apply. Cover letters are optional.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hamilton Insurance Agency.