Bilingual Customer Service Representative (Retail)

Location: Remote, Canada

The total target compensation (TTC) range, including salary and target bonus, is $50,880- $75,260. This TTC range is applicable to permanent roles only; fixed-term contract and casual roles are not eligible for annual bonus and would receive only the base salary component. The actual base salary offered within this range will be determined by the successful candidate’s skills and experience, as well as internal equity.

Empire life is looking to hire a Customer Service Representative to join our Retail Operations team! This posting is an opportunity to express your interest for anticipated openings. 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 opportunity

Our mission -  provide expertise and intelligent solutions to help Canadians navigate life with confidence. 

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 on

• Manage and address in-bound phone calls, emails and voicemails from our customers and distribution partners

• Respond 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 team

• Responsible for maintaining positive and high quality customer interactions

• Resolve escalated inquires or escalate issues to 2nd level for resolution

• Access and obtain data from multiple information systems to respond to questions

What we’re looking for you to have

• Bilingual in French & English is required

• 1+ years demonstrated experience in a direct customer service environment 

• Strong communication and active listening skills, as required, to engage with customers and build strong relationships

• Customer focus and adaptability to different personality types

• Ability to problem solve, multitask and manage time effectively

• Experience working in a call center or customer-support role is considered an asset

• Experience in the insurance/financial services industry, with individual insurance and investment experience is an asset, but not required

• High school degree or equivalent

• Working towards completion of ACS, PCS, FLMI is an asset, but not required

• If 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.

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.

Beyond the salary

For permanent full-time positions, Empire Life offers a comprehensive total rewards package that includes:

• Competitive salaries with annual pay increases

• Annual bonus program, which recognizes both strong company performance and individual contributions

• Competitive uncapped commission for sales positions

• A comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health account

• Flexible work arrangements and an annual allotment of personal health days.

• Four weeks annual vacation from hire date

• A defined contribution pension plan with generous employer matching

• Top up programs for parental leave and compassionate leave

• Employer-sponsored wellness and recognition programs

• A cash employee referral program

To learn more about working at Empire Life, visit https://www.empire.ca/workatempire.

Get to know us

Empire 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 .