Reports to: Head of Claims
Location: Tillsonburg, ON/Remote
Hours of Work: 9:00 AM – 5:00 PM, Monday - Friday
Who We Are: People’s Choice Warranty is a leading provider of third-party extended warranty and vehicle protection plans, serving customers across Canada. Based in Ottawa, the company partners with automotive dealerships to deliver reliable warranty solutions and exceptional customer service, helping protect customers from unexpected vehicle repair costs.
The Opportunity: The Call Center Representative is responsible for delivering exceptional customer service by responding to inbound inquiries, resolving customer concerns, and providing accurate information regarding warranty products, claims, and services. This role serves as a primary point of contact for customers, dealerships, and business partners while ensuring a positive customer experience and supporting the efficient operation of the call center.
Job Summary: The Call Center Representative provides front-line customer support by responding to inbound calls, answering questions, resolving issues, and processing customer requests. The role ensures a positive customer experience through timely, accurate, and professional service while supporting the efficient operation of the call center.
Responsibilities and Duties:
- Respond to inbound customer, dealership, and business partner inquiries by phone, email, and other communication channels in a professional and timely manner
- Provide accurate information regarding warranty coverage, claims processes, products, and company services
- Resolve customer concerns and inquiries while maintaining a high level of customer satisfaction and professionalism
- Document all customer interactions accurately and thoroughly within the customer relationship management (CRM) or claims management system
- Process customer requests, updates, and administrative transactions in accordance with company policies and procedures
- Escalate complex customer concerns or unresolved issues to the appropriate department or supervisor as required
- Collaborate with internal departments, including Claims, Sales, and Administration, to ensure timely resolution of customer inquiries
- Meet established service level standards, quality expectations, and productivity targets
- Maintain accurate customer records while ensuring the confidentiality and security of customer information
- Identify opportunities to improve customer service processes and contribute to continuous improvement initiatives
- Support departmental administrative duties and other operational activities as required
- Carry out other duties reasonably related to the role, as assigned by management. Perform additional administrative and operational duties as required to support business needs.
Qualifications:
- College diploma or degree in Business Administration, Customer Service, Communications, or a related field is considered an asset
- Previous experience in a customer service, call center, administrative, or similar customer-facing role is preferred
- Proficiency in Microsoft Office applications, particularly Outlook, Word, and Excel
- Experience working with CRM or customer management systems is considered an asset
- Ability to work effectively in a fast-paced environment while managing multiple priorities
- Bilingual communication skills are considered an asset.
Physical & Psychological Working Conditions/Requirements:
- The work is performed in an office environment, which requires long periods of sitting and the use of computer screens. Minimal lifting, bending, and crouching are required.
- Deadline pressures, stress of multi-tasking, communicating, and interacting diplomatically with clients, supervisors, and co-workers.
- Respect, honesty, and sound work ethics are important attributes.
- Accuracy, attention to detail, and focus on day-to-day activities and interactions required.
- Professional demeanor at all times when dealing with clients, employees, and others.
We thank all applicants for their interest; however, only those best suited to our current needs and qualifications will be contacted. No agencies, please.
We are an equal opportunity employer and welcome applications from all interested parties. We are pleased to accommodate the individual needs of job applicants throughout the recruitment and selection process in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act, 2005 (AODA). If you require accommodation at any time throughout the recruitment process, please speak with the Hiring Manager.
Pay: $40,000.00-$50,000.00 per year
Application question(s):
- Do you have previous experience in a call center role?
Work Location: Hybrid remote in Tillsonburg, ON
