Representative, Customer Service

Petline is part of Definity, which includes 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.

• Respond to, advocate and resolve customer inquiries by phone, chat and email regarding policy details, billing, claims and underwriting, in collaboration with functional specialists in Customer Care, and across the business
• Capture notes on customer interactions using in-house systems and following up with customers to obtain accurate information
• Collaborating with Quality Assurance team on continuous improvement of service and sales protocols and standards
• Recommend and up-sell policies, focusing on retention and growing the customer base to meet established targets and the customer’s needs

• Bilingual English and French is an asset
• General Insurance License, Level 1 or Level 2 is an asset
• High school diploma or equivalent combination of education and experience
• You have strong verbal and written communication skills
• You’re well versed in navigating multiple computer programs at once
• You’re committed to achieving individual and team goals
• Experience in the customer service industry is an asset

High degree of proficiency in English is required to service customers, both internal to the company and external, across Canada.

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.

• 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 contacting

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

• Job Identification 8910
• Job Category Customer Service and Contact Center Operations