Customer Support Representative providing order management and customer assistance at Delta Intelligent Building Technologies. Collaborating with internal teams for efficient service delivery in Surrey, BC.
About the role
- Customer Service and Benefits Advisor servicing member benefit products while delivering high customer service for AGIA. Assisting with inquiries, resolving concerns, and promoting products for satisfaction and retention.
Responsibilities
- Answer incoming calls from members, group participants and other customers, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus.
- Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions.
- Adhere to quality program metrics and achieve quality performance levels.
- Assist members with general service inquiries, billing questions, eligibility updates, and policy-related requests.
- Update and maintain customer billing and eligibility information in appropriate administrative systems.
- Process and fulfill customer requests following approved procedures.
- Support member retention by identifying concerns and providing appropriate solutions when members inquire about changes or cancellations.
- Maintain up-to-date knowledge of products, services, and active offerings to ensure customer satisfaction and identify opportunities to promote additional value.
- Resolve member complaints and concerns through active listening, empathy, and professionalism.
- Identify member needs through strategic questioning to uncover opportunities and recommend high-value products and services that drive long-term member retention and revenue growth.
- Share successes, feedback, and new ideas with team members in order to achieve both individual and team goals.
- Perform other miscellaneous functions and special projects as assigned.
Requirements
- High school diploma or equivalent
- Minimum two years of high volume customer call center experience
- Previous customer service experience required
- Knowledge of call center customer service principles and practices
- General understanding of service-based customer engagement principles
- Knowledge of call center environment and expectations
- Ability to work in a fast-paced, high call center environment
- Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers
- Basic proficiency in MS Office
Benefits
- No nights, weekends, or holidays
- Hybrid WFH schedule after an orientation period
- Participation in Sales Incentives Program
- Health benefits including medical, dental, and vision
- 401K with 100% company match up to 3% of annual income and an additional 50% match on next 2% of income
- Prefunded optional FSA
- 100% covered Life Insurance
- Accidental Death and Dismemberment Insurance
- Short Term/Long Term Disability
- $250 Wellness Benefit
- In-network provider coverage for mental health, reproduction, chiropractic, and massage therapy
Job title
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Location requirements
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