Job Detail

Benefits

Are you: An effective communicator that enjoys interacting with prospective clients? Eager to learn and grow? Driven to succeed and excited about new challenges? This opportunity could be tailor-made for you.

Location: Windsor, ON - In office, hybrid, and work from home flexibility.

Who we are: HUB Customer Central (HCC) is a leading insurance hub in Canada. Our technology-driven and digital expertise is unique, making us an industry trailblazer. We are affiliated with HUB International, the 5th largest insurance brokerage in the world with 13,000 employees and more than 475 offices.

Why we’re different: In 2021, HUB won the prestigious Stevie Award for Employer of the Year - Insurance. This award recognizes the world’s best companies to work for and their ongoing commitment to the growth, development, and wellness of employees. We’re about communities too. HUB/HCC is committed to a formal program – HUB Gives – that encourages employees to donate their time, creativity, and passion to community causes. We believe in contributing to where we live, work and play.

The Role

The Online Chat Agent is responsible for handling and completing online service requests while maintaining an effortless customer experience.

Responsibilities

Ensuring customer needs are your top priority

Engage in multiple consecutive chats to resolve customer inquiries about their insurance policies

Execute insurance transactions (cancel policies in insurance company portal, reprint policy documents, interpret and providing billing information)

Resolving customer complaints respectfully and efficiently

Identifying and escalating issues to supervisors

Providing product and service information to customers

Recognizing, documenting, and alerting the management team of trends in customer chat conversations

Documenting issues and resolutions

Perform other duties as assigned.

Skills and Requirements

Excellent English language skills: verbal & written communication

Proficient typing skills, strong problem-solving skills, good organizational skills, and critical thinking skills

Must have a sense of urgency and be able to work well under pressure in a fast-paced environment, and detail oriented

Ability to multitask using various internet tools, web portals, applications, and MS Office Suite

Possess a friendly, professional, and empathetic attitude

Have a strong work ethic, be a quick learner, and self-motivated

Work well individually and within a team

Post-secondary education (preferred)

Knowledge of insurance industry, and/or RIBO licensed considered an asset

High School diploma

Customer Service Experience: minimum 1 year

Online Chat Experience: minimum 1 year

The Perks

Group Health and Dental Benefits

RRSP Company Matching Program

Paid vacation, sick and personal days

Employee discounts on personal home and auto insurance

Corporate discounts on gym memberships and other services/products

Company-paid Employee and Family Assistance Program

Health and wellness initiatives

Ongoing recognition programs and opportunities for advancement

Our Commitment:
An environment that fosters continuous learning and improvement.

A leadership team dedicated to your growth and success.

To listen. Our employees have great ideas. We implement them.

Appreciation of your efforts. Every day.

Diversity matters to us. We’re committed to building inclusive teams in an equitable environment. In other words, you can be you. Such diversity allows us to cultivate a workplace where people of all backgrounds collaborate, contribute, and thrive.

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we may assist you based on your individual needs. Please contact: hr@hubcustomercentral.com

\#WeAreHCC

www.hubcustomercentral.com

Department Office Administration & Clerical

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent