Job Overview

As a Contact Centre Agent, your main focus will be superior first-contact service for customers, dealerships, service providers and business partners across our brands of extended warranty products and service contracts (Service Plans). This role responds to inbound calls, verifies customer and contract information, explains approved general product and claims-process information, completes permitted first-contact tasks, documents each interaction and routes specialized or claim-specific matters to the appropriate team. The position does not approve, deny or pre-authorize claims.

Agents will be hired for a scheduled shift of either 06:00 PDT to 14:00 PDT or 09:00 PDT to 17:00 PDT with flexibility required to cover scheduled vacation/sick time.

Duties

- Respond to inbound calls, emails and other approved contact channels from customers, dealerships, service providers and business partners.
- Verify caller identity and locate the correct contract, registration, Declaration Page or customer record before disclosing information.
- Answer general questions about Service Plans, purchased protection, high-level claim processes, required documents and published contact paths using current approved references.
- Support inquiries relating automotive protection and other assigned programs, within trained role boundaries.
- Provide general claim-status support and route claim eligibility, coverage decisions, estimates, approvals, denials, payments or other adjudication matters to the Claims Adjudication Centre.
- Send approved customer-shareable documents, including registrations, Declaration Pages, Terms & Conditions, inspection guidance or claim checklists, after confirming the correct program and version.




- Resolve routine concerns at first contact where possible; identify and escalate complaints, privacy concerns, legal or regulatory matters, complex inquiries and service issues through the approved path.
- Record complete and accurate interaction notes, update permitted contact information, and complete purposeful transfers or referrals with relevant context.
- Maintain current knowledge of products, processes, systems, privacy requirements and escalation paths, while meeting established service, quality, productivity and schedule-adherence targets.

QUALIFICATIONS

Experience

- Customer service and/or contact centre experience considered an asset.
- Experience handling high-volume inbound calls, considered an asset.
- Bilingual - French and English required.

Education

- Completion of Secondary

Software

- Computer knowledge, including Windows, Word, Excel, Internet, CRM and call-handling systems.
- Accurate and efficient typing and data-entry skills.

Personal Characteristics

- Solid communication, active listening and customer service skills.
- Ability to explain information clearly and deal with customers and partners in a friendly, professional manner.
- Sound judgement, attention to detail, problem-solving ability and confidence escalating matters outside role authority.

Pay: $40,000.00-$45,000.00 per year

Benefits:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Application question(s):

- Have you worked in customer service and/or contact centre? (Yes/No)
- Are you comfortable handling a high-volume of inbound calls? (Yes/No)
- Are you available to work the hours listed in this job posting? (Yes/No)

Language:

- French and English (required)

Work Location: Hybrid remote in Toronto, ON

📌 Client Care Support Centre Agent (Toronto)
🏢 WGI Service Plan Division
📍 Toronto