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Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply. OverviewAs the Client Solutions Manager, reporting to the Director of Client Solutions, you will be working directly with Auto clients in delivering the world-class customer service Gallagher is so well known for. Whether that means guiding clients through their policy renewal cycle, handling policy changes, or resolving billing issues, you will get the opportunity to work through it all! This role will also provide reception relief when needed.This position is based out of Gallagher's Scurfield office located at 100 Scurfield blvd. This is an in-office role, Monday through Friday between the hours of 8:30am to 4:30pm.&nbsp; How you'll make an impact<ul><li>Supporting a designated portfolio of clientele, playing a meaningful role in business retention and building upon customer relationships.</li><li>Review accounts at renewal, taking the vital steps in placing coverage required by the client, re-marketing when required, adhering to binding authority set out by carriers.</li><li>Respond to client inquiries quickly and efficiently, maintaining the quick turnaround time for any actions required on behalf of the client.</li><li>Identify upselling and cross-selling opportunities, driving the creation of quality leads, working with Account Executives in binding the client.</li><li>Consistently acting to upgrade insurance market knowledge, staying on top of new products and policy changes.</li><li>Collaborate with fellow team members by providing reception back up; answering incoming calls and connecting the caller to appropriate individual when needed.</li><li>Greets and advises visitors to the company when needed; manages reception area to maintain a professional image.</li></ul> About you<ul><li>Being in a fast-paced, dynamic environment brings out the best in you. You’re always able to prioritize effectively which allows you to exceed client expectations every time!</li><li>Working collaboratively and building relationships comes naturally to you, whether that’s with clients or colleagues - people love working with you, and you with them.</li><li>Ability to work well under pressure with minimum supervision in a collaborative team environment.</li><li>Comprehensive and effective verbal/written communication skills.</li><li>Excellent time management and organization skills with the ability to multi-task between a variety of tasks, projects, and deadlines.</li><li>Always maintaining a keen eye for detail comes easy and is key part of what has made you successful in your past roles.</li><li>Highly tech-savvy, with an ability to learn new systems, tools and processes.</li><li>1 to 2 years of experience in Auto insurance, ideally working in a brokerage environment.</li><li>FOI &amp; IWS Certification required.</li><li>Level 1 licensing considered a strong asset for the role.</li><li>CAIB, CIP or CRM designations considered an asset for the role.</li><li>Knowledge of EPIC an asset.</li></ul> Compensation and benefitsOn top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.&nbsp;Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:<ul><li>Flexible medical &amp; dental coverage to meet your household's needs</li><li>Life, Dependent Life and AD &amp; D Insurance options</li><li>Retirement savings including RRSP including a company match, TFSA, pension and more</li><li>Employee Stock Purchase Plan</li></ul>Other benefits include:<ul><li>Educational expense reimbursement</li><li>Employee assistance programs</li><li>Discounted gym membership (GoodLife Fitness)</li><li>Opportunity for flexible work arrangements</li><li>Paid sick days &amp; personal days</li><li>Paid Time Off to Volunteer</li><li>Employee education recognition program</li><li>Employee referral bonus program</li><li>LifeWorks Employee Assistance Program</li><li>Matching Gift Program</li></ul>

Client Solutions Manager, Auto & Reception

Job Summary:&nbsp;<ul><li>The Customer Experience Analyst is responsible for resolving inbound customer inquiries that have escalated to Office of the President and Third-Party Regulatory Parties</li><li>The Customer Experience Analyst is responsible for developing and communicating a formal response to customer and/or regulatory entities such as the Utilities Consumer Advocate, Better Business Bureau, Media inquiries and Alberta Utilities Commission</li><li>The Customer Experience Analyst will handle inquiries and escalations via phone, email, social media, and in-person to customers from both Direct Energy and Direct Energy Regulated Services</li><li>Ability to put oneself in the customers’ shoes is a must. &nbsp;As well the agent must have the creativity to “think outside the box” when resolving issues</li><li>Must have exceptional communication skills; both verbal and written. All external communication must be in compliance with regulatory guidelines while keeping the interests of the customer and the business in mind</li><li>Investigate, QA and Audit accounts with specific issues to identify root causes and make business recommendations</li></ul>Essential Duties/Responsibilities:<ul><li>Assist customers that visit Calgary/or Edmonton office - position is fully onsite to either Calagary or Edmonton office</li><li>Works independently to investigate, resolve customer inquiries and escalations in a timely and professional manner</li><li>Ability to identify new and reoccurring customer issues to collaborate with different departments to make business improvements</li><li>Identifies and alerts upper management regarding any potential high business impact events</li><li>Effectively manages workload to meet all deadlines and productivity goals</li><li>Approve outgoing cases being handled by the third-party vendor prior to providing resolutions to customers, third party organizations and regulators</li><li>Ability to do an in-depth analysis of customer’s issue in a timely manner to provide a fair resolution, and provide recommendations to upper management for high-level escalations</li><li>Review calls, perform QA and coaching to ensure high quality of service for our agents and team members</li><li>Collaborate with different departments on various customer-related projects</li><li>Assist in creating and amending process documents to Customer Experience Team data base</li><li>Manage all public and private comments, reviews and messages made on Direct Energy’s and Direct Energy Regulated Services’ social media platforms</li><li>Continuous training to be up to date with company’s policies and procedures</li><li>Proactively look for business improvement opportunities with findings from customers accounts to collaborate with other business stakeholders</li><li>Perform other duties as assigned</li></ul>Minimum Requirements:<ul><li>Minimum 3 years of experience in a customer service role</li><li>Exceptional verbal and written communication skills required</li><li>Able to provide strong, timely business analytics and make recommendations on how to de-escalate customers to partners and organizational stakeholders</li><li>Able to work and collaborate professionally and effectively in a team environment</li><li>Ability to adapt to a changing environment and handle multiple priorities</li><li>Highschool level education&nbsp;or GED equivalent&nbsp;</li></ul>Preferred Qualifications:<ul><li>Experience in a customer-service role specializing in complaints management and escalations&nbsp;</li><li>At least 3 years or more&nbsp;experience in the utilities industry</li><li>Call center experience</li><li>Social media knowledge</li><li>Experience related to customer service, coaching and training</li><li>Bachelor’s degree</li></ul>Additional Knowledge, Skills and Abilities:<ul><li>Ability to interact and de-escalate with customers over phone, in person, email and social media</li><li>Ability to analyze accounts and resolve issues effectively under pressure</li><li>Intermediate Microsoft Office and Outlook skills</li><li>Strong ability to learn and use various programs and platforms to carry out duties</li><li>Ability to understand and interpret Alberta’s utilities regulations</li></ul>Working Conditions:<ul><li>Open office environment</li><li>On-Site</li><li>Overtime may be required as special projects or excessive workload arises</li><li>Some travel required which may require a valid passport</li><li>This role will be based out of Calgary or Edmonton, AB</li></ul>Physical Requirements:<ul><li>Ability&nbsp;to sit for long periods of time</li></ul>

Customer Experience Analyst

With operations in Canada and the United States, we are looking for motivated candidates that share our core values,&nbsp;our commitment to safety, quality, and operational excellence.&nbsp; Our people are essential to&nbsp;the&nbsp;growth and success of our organization. We invest in our employees through career development, competitive compensation, and health benefits.&nbsp;&nbsp;We are currently seeking an experienced candidate for an Administrative Assistant role in our Grande Prairie location.&nbsp;This position is full-time, Monday to Friday and will include the following duties:<ul><li>Reception duties, including answering phones, directing mail and greeting office guests</li><li>Providing administrative support to the Operations team</li><li>Maintaining office supplies &amp; filing system</li><li>Receiving and responding to vendor and customer inquiries</li><li>Data entry</li></ul>

Administrative Assistant - Grande Prairie

Black Diamond Group owns and operates a portfolio of businesses specializing in modular buildings and remote and temporary workforce housing solutions, along with a digital marketplace for business-to-business crew travel management. We create value by providing differentiated solutions. We believe each customer and each project is unique and that we can tailor a combination of products and services that deliver an enhanced outcome.&nbsp;Our Way is to Create a Better Way –&nbsp;this is our challenge, our call to action, our why!We believe that a clear strategic vision, with measurable objectives, along with disciplined accountability and data-based decision-making leads to successful outcomes. When we couple this approach with our values-driven, collaborative, safety conscious culture, we achieve top decile performance, deliver results, and have fun while doing it!We offer careers, not jobs, and we strive for an environment where the best people come to work and feel rewarded for their contributions. We are a team of the best and the brightest in industry, and since our inception, we have led with a people-first approach. We give our employees ample opportunity to pursue their interests and passions and support them as their careers progress.Black Diamond Group has a&nbsp; full-time position for an IT Service Desk Support Analyst in Calgary, AB (in office).Reporting to the Manager, IT Operations, Support, Security &amp; Technology, the successful candidate will be responsible for the tracking, documenting, and completion of internal User requests and issues with Black Diamond’s hardware and software infrastructure. This is an end-user interactive role, requiring a friendly helpful attitude and excellent communication skills. This position is also responsible for supporting project initiatives to accomplish corporate goals within our IT business software applications catalog. &nbsp;Duties &amp; Responsibilities:&nbsp;Manage, coordinate and resolve incidents as quickly as possible&nbsp;Service Desk - receiving technical support calls and troubleshooting/resolving User IT issues&nbsp;Investigation/troubleshooting, completion of and providing clear solutions to user support requests.&nbsp;Creation and maintenance of User accounts in the system&nbsp;Imaging and configuring laptops&nbsp;Assisting Users with laptop migrations&nbsp;Consult with peers on technical issues pertaining to all systems and applications&nbsp;Ensure all incidents are logged within Service Desk Incident Management Database&nbsp;Audit Incident Management Database to ensure all Incidents are being logged and categorized accurately&nbsp;Manage and administer access control security devices&nbsp;Monitor for policy violations and incidents&nbsp;Assist with security audits when requested&nbsp;Assist with security testing when requested&nbsp;Maintain high level of customer satisfaction&nbsp;Provide appropriate communications and care for long running incidents as needed&nbsp;Provide recommendations and assist with actions to improve Service Delivery program as requested&nbsp;Act as a liaison between customer, Infrastructure and Applications teams to support them in jointly resolving incidents&nbsp;&nbsp;Identify needs related to training, documentation and technical issues&nbsp;Assist with other tasks as directed by the Operations, Support, Security and Technology Management Team&nbsp;Triage and potential escalation to other technical support team members&nbsp;Supports integration and management of change across the organization&nbsp;Must maintain a professional image and be able to model accountability and integrity&nbsp;Maintaining technical software applications&nbsp;Contribute to Help Desk improvements&nbsp;Other duties as required &nbsp;Qualifications:&nbsp;Computer Science Degree or diploma with demonstrated experience&nbsp;Minimum 2 years supporting networks, storage, computers and peripherals in a corporate environment&nbsp;Proficient in Microsoft Office Suite specifically in Outlook, Excel and Word&nbsp;Experience working with Office365 administration is an asset&nbsp;A passion for computers&nbsp;Must be a quick learner&nbsp;Must have a customer first attitude and excellent communications skills&nbsp;Must be fluent in English both oral and written&nbsp;Must be able to set priorities and multitask&nbsp;Keen attention to detail and accuracy&nbsp;Ability to work well independently and in a team environment&nbsp;Physical Requirements&nbsp;Office/desk environment — must be able to sit for prolonged periods of time in front of computer screens&nbsp;Crawling under desks, reaching, connecting cables to live electrical outlets and equipment&nbsp;Lift up to 50 lbs.&nbsp; For more information, please visit <a href="http://www.blackdiamondgroup.com/" target="_blank">www.BlackDiamondGroup.com</a>&nbsp;We are an Equal Opportunity EmployerBlack Diamond Group Limited is committed to diversity, equal opportunity and ensuring that our employees have the ability to thrive in an inclusive environment. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, national origin, age, disability or any other legally-protected factors. Accommodation for applicants with disabilities is available upon request during the recruitment process.

4 Administration / Customer Service Full time Jobs