Agent de soutien au service à la clientèle/Customer Service Support Agent

FBA•Saint-Lambert, QC

10d•Hybrid

About The Position

In business since 1998 in the Canadian market, FBA Solutions is a leader in the development and delivery of customized and innovative solutions in legal protection, assistance programs, and warranty plans. FBA serves clients such as insurance companies, brokerage firms, financial institutions, real estate agencies, and professional associations. These organizations rely on FBA Solutions to support their clients. For them, FBA develops solutions that promote client retention and growth while providing impeccable, attentive, and efficient service. If you are passionate about customer service, enjoy helping people, and strive to create a positive experience with every interaction, you will thrive in our environment. You will join a stimulating, people-focused, and collaborative team within a diverse professional setting that values well-being and work-life balance. We are looking for a permanent, full-time Customer Service Representative to join our team. In this role, you will report to the Assistance & Claims Manager and will use your service mindset and efficiency to provide high-quality customer assistance, handle incoming requests, and support the team on a daily basis.

Requirements

Minimum of one year of experience in a call center or in a similar high-volume customer service role
Intermediate knowledge of Microsoft Office Suite (Word and Excel)
Ability to work with customer relationship management systems (CRM, Microsoft Dynamics is an asset)
Bilingual (French/English), spoken and written
Strong organizational skills, rigor, and reliability
Courtesy, empathy, and patience in customer interactions
Autonomy, resourcefulness, and a strong sense of responsibility
Team-oriented with a collaborative attitude

Nice To Haves

Microsoft Dynamics is an asset

Responsibilities

Respond to assistance calls related to various programs such as warranty, home, travel, concierge, health, legal, home care, roadside assistance, marine assistance, and claims support
Open and process claim files
Perform online research related to assistance calls and warranty programs
Use Word and other specialized software to prepare documents
Conduct customer satisfaction surveys and perform follow-up with clients
Provide support to other team members