Customer Care Manager - Toronto, Canada - Benecaid Health Benefit Solutions

Description

Job description

A part of Green Shield Canada group of companies, Benecaid provides innovative health benefit solutions for the small-mid size companies in Canada.

Benecaid has long been recognized as the leading alternative to the traditional insurance companies, in a market where small and mid-sized employers have been largely underserved.

Benecaid sets itself apart from the competition, by using technology, creative product development and a stellar customer experience to solve problems for employers.

Honeybee Benefits is our next generation benefits platform built for today's modern workforce that empowers employers to compete better for talent.

Working at Benecaid:

Are you passionate about using your customer skills ? Are you detail-oriented and able to see small specifics that others often miss? Do you have experience in the Health Insurance industry?

Reporting to the Senior Customer Care Manager, as a results-oriented customer care manager, we would love to have you on our team as you manage the customer care team.

We are currently on a Hybrid Work Program with 2 mandatory in office days on Tuesday and Wednesday.


Primary Focus:

The Customer Care Manager will deliver first class service experience to the customers throughout the customer journey.

The Customer Care Manager will lead the Customer Care team by managing, motivating, and developing the Customer Care Representative to respond to inquiries, concerns, and requests effectively, efficiently, and professionally, while ensuring service standards are met, and customer expectations exceed.

You will work with the Customer Care team on identifying and implementing continuous improvement ideas and will represent the department in strategic projects.

Key Responsibilities:


Leadership:

• Provide leadership and direction to team members ensuring maximum effectiveness, efficiency and profitability including redeploying staff between channels and activities on a real time basis
• Provide guidance, coaching, training, approve business exceptions and inspire the team to perform their best
• Responsible for creating a cohesive team that works efficiently together to optimize the customer experience

Administration & Accountability:

• Conduct regular meetings with staff, review & manage performance, and actively lead & facilitate team engagement activities
• Train new and existing staff to ensure accuracy and understanding and ensure efficient organization of resources
• Recruit high quality employees, look for opportunities of interest/development for staff, reinforce and focus on positives, provide clarity of values, build rapport, strengthen relationships with the team and partners, focus on teamwork and celebrate key successes/milestones

Communication:

• Manage and support cross departmental projects, focusing on increased efficiency and effectiveness that contribute to departmental and corporate goals
• Resolve complex issues, define solutions, communicate timelines and handle/diffuse escalated situations
• Engage directly with clients to lead by example and address spikes in demand

Ad Hoc, Miscellaneous and other duties as assigned

Participate and contribute to relevant management meetings


Knowledge & Experience:

• 57 years of experience in customer service or in a related role
• Proficiency in Microsoft Suite and Customer service Software
• Insurance industry knowledge with Health & Dental claims/groups is an asset
• For French Bilingual, written and oral communication skills is preferred

Skills:

• Proficient in Microsoft Suite
• Selfstarter with demonstrated ability to prioritize
• Ability to make decisions independently and collaboratively within a fastpaced team environment
• Excellent verbal and written communication skills
• Ability to work collaboratively as a team
• Ability to deal with change effectively
• Excellent leadership, organizational and interpersonal skills
• Attention to detail
• Selfmotivated to effectively multitask
• Results oriented with a problemsolving attitude

Education & Certifications:

• University Degree or a Community College Certificate in a relevant field or equivalent experience
• Other certifications are an asset

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Onsite parking
• Paid time off
• RRSP match
• Vision care
• Wellness program

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Toronto, ON M9C 5L5: reliably commute or plan to relocate before starting work (required)

Work Location:
In person