Contact Centre and Operations Associate _One Year contract, Calgary/AB

Job description

The Alberta New Home Warranty Program Group of Companies (ANHWP Group), is Alberta’s most experienced and most trusted new home warranty provider and educator for homebuilders. As Alberta’s leader in new home warranty products and services for 50 years, we continue to raise the bar to meet the needs of homeowners and our Builder Members.

This position resides with The Alberta New Home Warranty Program (ANHWP) and works alongside The New Home Warranty Insurance (Canada) Corporation (NHWICC) and the Professional Home Builders Institute of Alberta (PHBI).

Accountable for:

ANHWP is looking for a Contact Centre and Operations Associate. The successful incumbent will be responsible for providing solutions to the various incoming contacts using best practices to obtain results that are in the best interest of the Group of Companies and our customers. This role provides support to internal and external stakeholders. The primary objective of this role is to provide superior service as the first point of contact for all customers, including Builder Members, Policy holders, and Homeowners.

Work location:

Calgary, Alberta

Responsibilities:

The Contact Centre and Operations Associate is our first point of contact for our customers and the primary responsibilities include:

• Effectively and efficiently respond to incoming inquiries (calls, emails, cases, web chats, etc.) regarding all aspects of new home warranty while ensuring accurate information and providing exceptional service and solutions to our valued customers.

• Troubleshoots, addresses and resolves customer inquiries and concerns as required.

• Efficiently and accurately support the operations with new home enrolments, change requests and commencements.

• Utilize Customer Relationship Management (Salesforce CRM) and other electronic tools to maximize customer service and data management

• Ensure communications with homeowners, builders, management and other parties are consistent with department and company guidelines.

• Assist other departmental teams in responding to inquiries and fostering relationships with existing clients.

• Demonstrate initiative to identify new or recommendations to improve the delivery of our customer experience.

• Provide professional, detailed, and organized diligence to assigned duties.

Skills and Experience:

• Education: High school diploma and at least 3 years of relevant experience OR Post secondary education and at least 1 year of relevant experience

• Relevant experience is defined as: experience related to customer services, specifically in contact centre operations.

• Soft skills: excellent oral and written communication skills, sound judgment and organizational skills, including ability to prioritize workload and formulate recommendations, self-motivated and detail oriented, ability to troubleshoot and collaborate with various departments to ensure customer issues are resolved effectively and in a timely manner, problem solving skills

• Technical skills: Be a quick study when it comes to computer software and systems (Salesforce, MS Office, etc) - intermediate computer literacy is essential

Considered asset:

• Previous experience in residential construction industry and/or new home warranty is considered an asset

• Familiarity of ANHWP products, offerings and processes is considered an asset

Why you should join us:

The Alberta New Home Warranty Program Group of Companies offers challenging and meaningful work, a positive work environment with amazing colleagues. Our benefit package includes:

- Flexible Hybrid/remote work structure

- Engage in Diversity: Active Equity, Diversity, Inclusion and Belonging Committee with strategy and programs across the board

- Exciting social committee with various in person and virtual activities for everyone

- Annual short-term incentive pay (bonus program)

- Paid sick time and generous flex days, including paid time to give back to the community by volunteering

- Medical, dental and vision benefits

- Choice of Health Spending Account or Lifestyle Spending Account

- Pension plan (RPP company matching)

- Access to more than 100 corporate and technical training package for our employees

Also, you will be part of a company that supports and engages on:

- Performance Management Program

- Supportive leadership to develop your full potential

- More than 15 different countries and cultures represented in our workforce

- Progressive corporate culture that supports our greatest assets – our people

Apply Today

If you’re looking for a dynamic work environment, competitive employment conditions, and an opportunity to make a difference, we invite you to submit your cover letter and resume throughout your application.

We thank all applicants for your interest in this role. Our People & Culture team will contact only those selected for an interview.

Please note:

• Only candidates permitted to work in Canada will be considered for this opportunity.