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Coordinator, Digital Call Centre

Job ID : 5781
Category : Sonnet Insurance
Brand : Sonnet
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Toronto, Canada

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Sonnet 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. With strong roots that date back to 1871, Definity has grown to become a digital leader in the insurance industry. We’re proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you: It’s better here. Why? Because we CARE, and we provide an employee experience that’s collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Starting in September, Definity employees move to a hybrid work model so we can collaborate, build mentoring relationships, and solve complex or cross-functional business opportunities together. Our teams work in whichever environment best supports what they're working on and who they're working with. We're actively reinventing our offices as welcoming workspaces that optimize collaboration and empower leaders to use our space to strengthen team dynamics. Our tools and processes seamlessly connect employees from multiple locations, and our culture encourages respectful engagement and flexibility. Leaders work with their teams to determine the right balance of on-site and remote work that best meets the needs of their team, cross-functional engagement, responsibilities and timelines, plus those of our customers, our broker partners, and the company culture.

Insurance Coordinator

What are our employees saying about us?

We can tell you all about the job, but part of what we do differently is that we involve our team in as much as possible.  Here are just a few examples of what they said about the job:

  • Managers who encourage the balance between quality and quantity so you can have freedom to provide outstanding customer service to our clients
  • The people and the culture are amazing! We’re like a family
  • A team committed to positivity, finding answers and doing great work every single day
  • The management team genuinely is transparent and honest about high-level decisions and how those decisions will affect us
  • Mistakes here are turned into positives and result in personal growth, which is so refreshing
  • Cooperative approach to issues —we help each other. All for one and one for all!

Brief Description of the Role & Responsibilities:

  • Responding to customer general inquiries about our products via email and Social Media. We are an Omnichannel call center so you need to be comfortable responding via chat or phone if needed. 
  • Resolving any problems that the customer has, providing first call resolution because you actually care and want to help them
  • Collaborating with Insurance Advisors and other teams, as needed, in order to resolve customer problems quickly and provide a timely response back to the customer.

Your Skills & Experience:

  • We want people that don’t think working in customer service is anything less than an amazing job, that is an extremely important part of a company’s success and is a highly respected role
  • Previous experience working in an inbound or outbound call center is an asset.
  • Strong written communication skills.
  • We use computers and other technology to do our jobs.  You have to be comfortable with various forms of technology (even be pretty good at it) and be web-savvy too. 
  • A lot changes around here and there is a lot to learn so, you must have a proven ability to shift and pivot as the business requires it.
  • You need to be skilled at de-escalating customer’s concerns and problem solving to reach a resolution
  • You enjoy working in a structured environment where you have a fixed schedule with set breaks/lunches.  You also enjoy the fast paced nature of a call center environment

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it: 

  • Hybrid work schedule for most roles
  • Company share ownership program
  • 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

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: [email protected]

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


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