Client Care Specialist delivering professional customer service for North America's leading pet aftercare provider. Interacting with clients and ensuring their service requests are met.
About the role
- Manager leading a team to provide administration support for Group Benefits clients. Focused on delivering quality customer service and supporting continuous improvement efforts.
Responsibilities
- providing leadership, motivation and support to a team of Member Administrators
- overseeing offshore operations for service, quality and productivity
- building a high performing team through recruiting, coaching, and mentoring
- acting as point of contact for escalated requests from customers
- identifying client needs and developing action plans
- coordinating service in partnership with BPS and support groups
- managing operational functions globally
- seeking new opportunities and participating in continuous improvement projects
- supporting financial contribution through effective management
Requirements
- experienced leader with proven track record of attracting talent
- post-secondary degree preferred or relevant experience
- approachable leader who acts with integrity
- successful experience supporting client Service Level Agreements
- comprehensive knowledge of Group Benefits
- quick learner of new ideas, concepts, technologies, and tools
- dedicated to continuous improvement including digitization, innovation and automation
- accountable with strong problem-solving skills
- customer-centric approach
- master communicator, articulating business needs across resources
- resilient and adaptive to change
- strategic thinker with conceptual understanding of business realities
- ability to collaborate and negotiate with stakeholders
- strong Office 365 skills
- bilingualism in English and French is a strong asset
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- retirement savings plans
- pension plan
- global share ownership plan with employer matching contributions
- financial education and counseling resources
- paid time off program including holidays, vacation, personal, and sick days
Job title
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