Key skills
Communication
About this role
Role Overview
- Lead and support customer service representatives, modeling high-quality service and professionalism
- Monitor call queues, staffing levels, and service metrics to meet performance targets
- Serve as a primary resource for operational questions, training, and issue resolution
- Handle complex customer and policyholder inquiries across phone, email, and documentation workflows
- Process insurance documents accurately and maintain up-to-date customer records
- Collaborate with internal teams to resolve issues and support continuous improvement
Requirements
- High school diploma or equivalent experience
- 7+ years of customer service or contact center experience; prior Lead/Specialist experience preferred
- Strong written and verbal communication skills
- Bilingual in French (read, write, speak, and understand in a business setting)
- Typing speed of 40+ WPM and strong technical proficiency
Benefits
- Medical, dental, and vision coverage
- Wellness plans
- Parental leave
- Adoption assistance
- Tuition reimbursement
- Paid Time Off and paid holidays
- 401(k) plan with company match
- Employee stock purchase plan
- Commuter benefits