Service Center Representative

About [Employer]

Job Description

What your day will look like

This is a fully remote, omnichannel role with a strong focus on inbound phone support. You’ll spend most of your day assisting customers by phone, while also responding to email and chat inquiries based on business needs.

No two interactions are the same. You may answer questions about insurance coverage, explain policy terminology, process policy changes, assist with billing and payment inquiries, troubleshoot online account access, or support customers experiencing difficult life events.

Throughout the day, you’ll navigate multiple systems to access and update customer information, document interactions accurately, complete required processing, and ensure requests are handled efficiently. Some inquiries can be resolved during the first interaction, while others may require research or coordination with internal teams.

You’ll work within a scheduled shift and receive comprehensive training, ongoing coaching, established procedures, and support from experienced colleagues to help you build your knowledge and succeed in a fast-paced service environment.

What you will do

• Deliver caring, accurate, and responsive support across phone, email, and chat, working toward first-contact resolution whenever possible.
• Analyze and resolve inquiries involving insurance coverage, policies, billing, payments, complaints, and online tools.
• Complete policy updates, payment-related activities, documentation, data entry, CRM maintenance, and required customer follow-up.
• Help customers understand their options and confidently use available online and self-service tools.
• Collaborate with internal teams to resolve complex matters, support customer retention, and improve the customer experience.
• Maintain current knowledge and meet established expectations for customer satisfaction, service quality, accuracy, productivity, operational performance, and schedule adherence.
• Contribute to team discussions, continuous improvement initiatives, and the training or mentoring of new team members when required.

What you will bring

• 3–5 years of customer service experience, with a demonstrated commitment to service excellence. Experience in an inbound contact center and/or [Employer] services environment is considered an asset.
• Proven ability to thrive in a fast-paced, high-volume phone environment, including meeting KPI targets and working within call monitoring expectations.
• Ability to manage complex and sensitive customer situations with empathy, professionalism, patience, sound judgment, and flexibility, particularly when supporting individuals experiencing grief or distress.
• Excellent verbal and written communication skills, with the ability to explain insurance terms and concepts clearly to customers from diverse backgrounds, including those experiencing heightened emotions following a loss.
• Strong computer proficiency, with the ability to navigate multiple systems simultaneously, including CRM platforms, customer service software, and online self-service tools.
• Strong technical aptitude, including the ability to troubleshoot issues, navigate systems effectively, and quickly learn new technology.
• Experience supporting data entry, payment processing, customer retention, and customer education activities.
• Strong problem-solving, resourcefulness, attention to detail, multitasking, and time management skills, with the ability to remain adaptable as priorities evolve.
• Ability to work both independently and collaboratively in a fast-paced remote service environment, including phone-based customer support.
• Knowledge of insurance products, regulatory requirements, and contact centre KPIs is considered an asset.
• A college diploma or university degree is considered an asset; bilingual proficiency in English and Spanish or French is considered an asset;
• Flexibility to work within operating hours, which may include scheduled evening shifts, overtime, and statutory holidays based on business needs.

Salary Range:

$44,000.00 - $57,000.00

• Must be available to work rotating shifts between the hours of 9:00am and 6:30pm, Monday to Friday, occasional Overtime and provide coverage on some Canadian Statutory holidays
• Our office is located at Eglinton and Don Mills

The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role.

This organization may use artificial intelligence (“AI”) tools to support initial applicant screening and assessment. AI may evaluate application materials against job-related criteria.

What’s in it for you

Some benefits may apply to regular or full-time employees only.

• Health, dental and well-being coverage. Coverage and programs that supports you and your family on your first day of employment.
• Retirement and pension with matching contributions. We invest in your long-term stability, because longevity and supporting your family matter.
• Meaningful vacation time. Paid vacation time off, and a culture that encourages you to take time and recharge.
• Your growth matters. We support your career goals with learning opportunities, industry credentials like LOMA, and development experiences designed to help you build skills for your future.
• Membership advantages. Be an ambassador and get the benefits. If you join [Employer] as a policy holder, you become a member, which opens the door to member benefits.
• Volunteering with purpose. Paid day for volunteering, and ample opportunity to make a difference in your community.
• Employee Resource Groups. Join our ERG groups for opportunities to connect, grow and make an impact through shared experience, networking, mentorship and education

How we work

This is a remote role. You must work in the province in which you reside.

As you grow your career with [Employer], you may explore opportunities across different teams and areas of the organization. Work arrangements vary by role, and many positions follow a hybrid model that includes time in the office.

Our Commitment to Inclusion, Diversity & Wellbeing

At [Employer], we are committed to building a diverse, inclusive workplace where employees feel they belong and can thrive. Guided by our Purpose of enriching the wellbeing of families and communities, we foster a culture that values different perspectives, supports wellbeing, and provides fair opportunities for growth and success.

[Employer] welcomes applications from qualified individuals of all backgrounds. If you require accommodation during the recruitment process, please contact .

Thank you for choosing [Employer]. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.

Originally posted on [Employer]