ISI Group of Companies Looking for Bilingual Customer Service Supervisor – Remote at Remote Full Time

Title: Bilingual Customer Service Supervisor

Reports to: Director of Operations

Summary

The Bilingual Customer Service Supervisor will act as a team captain, supporting Customer Service Representatives in achieving their goals through effective goal setting, encouragement, training and coaching. This role is accountable for dealing with customer complaints, and inquiries and understands his/her role as a brand ambassador and providing positive brand experiences to all customers. This individual is a subject matter expert in all SLi products and will focus on improving team performance by assessing the team’s strengths and weaknesses and developing a plan for addressing any needed changes. The role will be responsible for boosting morale and individual commitment in the pursuit of consistently high customer service goals.

Job Duties

• Establish and lead high-performance customer service members in order to meet and exceed customer satisfaction.
• Build team commitment to high standards of service, exceeding Customer expectations and leading by example.
• Ensure adherence by team members of corporate and departmental policies and procedures.
• Make sure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.
• Conduct one-on-one and/or small group training presentations for Customer Service Representatives on service activities and established policies and procedures.
• Provide award-winning customer service; build quality relationships with customers, suggest new services, and remind them of upcoming events.
• Strive to minimize staff turnover and to keep team headcount at acceptable levels.
• Design and implement strategies to motivate the Customer Service Team to achieve departmental goals.
• Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect delivery of customer care.
• Where necessary, identify and suggest technology solutions to meet evolving department and customer needs.
• Involvement in customer service personnel, including recruitment, termination, training, evaluations, allocation, and other administrative duties.
• Troubleshoot issues within the customer service process.
• Share successes and foster an atmosphere of success.
• Performs other duties as required.

Requirements

• High school diploma or GED required
• Fluency in English and French is required
• Strong customer service and troubleshooting skills
• Strong attention to detail
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Proven data entry, data editing and typing skills
• Professional appearance and manners
• Demonstrated experience analyzing and resolving customer service and client issues
• Experience in all aspects of customer service and people management
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
• Exceptional conflict resolution, negotiation, and objection-handling skills
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Able to build and maintain lasting relationships with corporate departments, key business partners, and customers
• Knowledge of cost analysis, fiscal management, and budgeting techniques
• Able to effectively communicate both verbally and in writing
• Ability to coordinate and organize meetings, exhibits, and other events
• Strong work ethic and positive team attitude

This job description is a summary of the typical functions of the job, and not an exhaustive list. Responsibilities, tasks and duties of the jobholder might differ from those outlined in the job description, and that other duties, as assigned, may be part of the job.

What we offer

• Opportunity to work with engaged and professional teams and colleagues;
• Exponential growth opportunity in a dynamic and fast-moving environment;
• Opportunities to be part of a fun technology-oriented organization;
• A long-term perspective within a stable but growing working environment;
• Attractive financial offer, according to your experience and performance (base salary, meal tickets etc.)
• Private medical insurance;
• Other bonuses available;
• Work from home opportunity;
• Different incentives: snacks and drinks at the office;
• A growing, dedicated team of high-performing people, passionate about technology;
• Team building, annual parties and other social events.

Who we are

With operations in Canada and US, Insurance Supermarket Group of Companies, including Specialty Life Insurance. is one of the largest and fastest growing independently owned Insurance Technology companies in North America. We offer comprehensive Life Insurance products that help many North American with their life insurance needs. Over 250,000 Canadians a year have relied on our advice, and we have provided more than 10 billion dollars in insurance coverage.

Our team of professionals has been proudly helping Canadian consumers with their life insurance needs for over 13 years. Our employees are professional, proactive, passionate, team players and persevere in the face of challenges.

We hire individuals based not only on their expertise, but also on their passion for helping others, and those who live by our core values every day. Our position will appeal to individuals who want to work for an exciting and growing organization and are mature and self-motivated – we look forward to meeting you!

Specialty Life is also committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please let us know if you require accommodation at any stage of the recruitment process.

#SBIL