Agent(e) de serviceà la clientèle / Customer Service …, Saint-Lambert

En affaires depuis 1998 sur le marché canadien, FBA Solutions est un leader dans le développement et l’offre de solutions personnalisées et novatrices en matière de protection juridique, de programmes d’assistance et de plans de garantie. FBA compte parmi ses clients des organisations telles que des compagnies d’assurance, des cabinets de courtage, des institutions financières, des agences immobilières et des associations professionnelles. Ces organisations confient à FBA Solutions le soin d’assister leurs clients. Pour elles, FBA développe des solutions qui favorisent la rétention et l’accroissement de leur clientèle, tout en offrant un service irréprochable, toujours attentif et efficace.



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.

Key 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.

Desired Profile

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

Our assistance and service center operates 24/7. The selected candidate must therefore be available to work evenings and some weekends on a rotational basis.

Benefits

5-hour work week (hybrid mode: remote and in-office)

5-hour workday

Shared benefits: prescription drug insurance, disability insurance, dental plan, life insurance

100% employer-paid benefits: virtual healthcare, professional dues, mandatory continuing education, legal insurance

Access to a retirement savings plan with employer contributions

7 personal days

Birthday day off

Bonus program

Wellness account

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