Customer Service Team Lead managing escalations, quality, schedules, and CSR support. Delivering customer experience solutions for pharmaceutical, healthcare, food, and consumer brands.
About the role
- Customer Care Representative serving as a first point of contact for Optiom policyholders. Handling inquiries and supporting dealer partners while providing empathetic service across various channels.
Responsibilities
- You will be a first point of contact for Optiom policyholders — handling inbound inquiries about coverage, supporting claim-related questions, and providing the calm, clear, empathetic service that every customer deserves at the moment they call.
- You will support Optiom's national network of dealer and broker partners — resolving inbound inquiries, assisting with policy and account questions, and building the day-to-day trust that strengthens our distribution relationships.
Requirements
- 1–3 years of customer service or support experience — insurance, automotive, financial services, or any regulated environment is a strong asset
- A professional phone presence and the ability to manage inbound call volume calmly and efficiently during peak hours
- Clear, empathetic communication — you can explain policy details or process steps simply, accurately, and with patience
- Ability to navigate multiple platforms simultaneously (CRM, policy admin, email) without losing focus on the person you are serving
- Reliability and availability for a consistent part-time schedule of 15–20 hours per week, aligned to peak inbound demand windows (typically 10:00 – 17:00)
- A team-first attitude and genuine commitment to getting things right the first time
- Bonus Points For: Active insurance licensing in British Columbia (Insurance Council of BC), or confirmed ability to obtain within 90 days
- Experience in an MGA, brokerage, or dealership environment — or familiarity with vehicle warranty, F&I, or specialty insurance products
- Experience using a CRM or policy administration platform in a customer- or partner-facing role
- Bilingual (English / French) — an asset, but not required.
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