Representative, Customer Service Waterloo, ONT Posted Trending

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The successful candidate will report into a Team Leader, CCA. You will be responsible for answering incoming inquiries that come through email or phone. We are looking for someone with a positive attitude that will assist our customers and help them until a resolution is reached.

What can you expect

• Your shift will be scheduled between 8:00AM and 8:00PM EST
• Respond promptly and professionally to incoming inquiries by telephone, or email
• Taking ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed
• Establish and maintain good rapport with customers by using positive language and anticipating their needs
• Gather all necessary information, inputting it accurately into company database
• Provide the insured with basic information on coverage, and arrange any necessary supplemental services
• Provide data tracking support and manage spreadsheets

What do you bring

• Exceptional communication skills, both verbal and written
• Strong customer service, problem solving and resolution skills
• Proven ability to multi-task and think on your feet in a fast-paced environment
• Ability to work independently and in a team environment
• Strong attention to detail to ensure accuracy of information
• No insurance industry experience required

Salary Range: $45,000 - $82,100

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement?We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

What’s in it for you?

• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contactin

This role requires successful clearance of background checks (including criminal checks and leadership references).

#LI-Hybrid

• Job Identification 8864
• Job Category Customer Service and Contact Center Operations