Customer Service Representative

New Era Technology offers:

• Full Benefits

• Medical

• Dental

• Vision

SUMMARY:

Customer Service Representative – inbound calls – Group Savings & Retirement sector. With attentive listening, professionalism, and the ability to build trust, you will deliver a high-quality, personalized customer experience. Are you driven to understand customer needs, provide tailored solutions and best advice to exceed expectations?

We are seeking bilingual, passionate individuals committed to best customer experience practices. No sales or solicitation required. Your career with i3 Vision, under an insurance client contract, begins with a five-week paid training, including full access to a trainer and coach to guide your development.

HIERARCHY:

PRIMARY DUTIES:

• Respond to participant inquiries about their employer-sponsored savings and retirement plans.
• Assist clients with transactions (withdrawals, deposits, retirement rollovers).
• Provide general information about the organization.
• Refer clients to specialists when needed.
• Receive, understand, resolve complaints, and offer solutions.
• Provide support and guidance while complying with internal policies.
• Perform additional related tasks as assigned by the Service Manager.
• Maintain strong client relationships through follow-up.
• Identify and suggest improvements to enhance our services.
Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.).

• 
  
  

COMPENTENCY:

• Excellent interpersonal and communication skills
• Analytical thinking, initiative (Passion)
• Compliance with standards and deadlines (Respect)
• Protecting confidentiality (Honesty)
• Attendance and punctuality (Respect)
• Quality-focused, responsible, organized, able to prioritize (Engagement)
• Team player (Collaboration)
• Financial or savings product knowledge is an asset

REQUIRED EDUCATION: High School diploma (Minimum)

EXPERIENCE: 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus.

LANGUAGE SKILLS: Fluent in French and English (spoken and written).

QUALIFICATIONS: Excellent communication skills, active listening, customer service experience, problem solving abilities, time management, computer literacy, teamwork

PHYSICAL DEMANDS: Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute

WORK ENVIRONMENT: Remote

EXPECTED HOURS OF WORK: 37.5 hours/week — Monday to Friday, day/evening shifts (8 AM–8 PM rotation; overtime possible)

TRAVEL: None