Job Type: Part Time, Permanent 
Compensation: From 20,00 $ to 22,00 $ per hour 
Scheduled Hours:  Flexible, minimum of 20 hours weekly with flexibility to be scheduled up to 37.5 hours weekly as needed

PRIMARY DUTIES:

The Customer Service Representative (GSR) is a role supporting inbound customer service for the group savings and retirement sector of an insurance company. 

HIERARCHY: Customer Service Representative (GSR) reports directly to the BPO Team Lead who reports to the BPO Senior Manager who reports to the BPO Practice & Customer Success Director who reports to the Executive Vice President CX Practice who reports to the President of the Global Video Transformation division who reports to the Chief Executive Officer.

PRIMARY TASKS AND RESPONSIBILITIES:

• 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.).
• Other duties as assigned.

COMPENTENCIES:

• Strong, clear and effective English and French written and verbal communication skills
• Attention to detail and accuracy.
• Exceptional team spirit and proactivity
• Exceptional time management and multitasking abilities. 
• Remaining positive and persistent
• Good organizational skills
• Ability to work in a team. 
• Flexible, reliable and trustworthy. 
• Excellent interpersonal and communication skills
• Analytical thinking, initiative
• Compliance with standards and deadlines
• Protecting confidentiality
• Exceptional Attendance and punctuality
• Quality-focused, responsible, organized, able to prioritize
• Time management skills to multitask and adhere to SLAs.

REQUIRED EDUCATION & EXPERIENCE:

• High school diploma or equivalent
• Customer Service: 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.
• User experience with good working knowledge of the Office Suite
• Comfortable with technology
• Group Savings and Retirement product knowledge is an asset

TECHNICAL REQUIREMENTS:

LANGUAGE SKILLS: English & French

Fluency in French and English (spoken and written). Over 80% of New Era’s clientele is English-speaking.

WORK ENVIRONMENT: This role will be performed remotely.       

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

EXPECTED HOURS OF WORK: Typically, 37.5 hours/week — Monday to Friday, day/evening shifts (8 AM–8 PM rotation).  Overtime may be offered on occasion.  

TRAVEL: No

BENEFITS AND COMPENSATION:

• Benefits:

• Computer equipment provided. 
• No sales or solicitation. 
• 37.5 hours per week, Monday to Friday. 
• Dynamic work environment and great team. 
• Paid training. 
• Quick onboarding. 

• Compensation:
• Starting salary: $19-$21 per hour (CAD)
• Two paid sick days (after 3 months of employment). 
• Two weeks of vacation. 
• RRSP program (available after 6 months of employment). 
• Paid holidays. 
• Group insurance (available after 3 months). 

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.