Support Specialist, Customer Care - Petline - Manitoba Customer Contact Association

Support Specialist, Customer Care - Petline


Support Specialist, Customer Care

Reporting to the Director, Customer Care the Customer Support Specialist provides product, policy, service and sales support to Customer Care employees.


Because a changing industry calls for a new way of doing things. An ambitious, innovative and fast-paced company, we offer exceptional training and development programs, competitive pay, great benefits, company-matched RRSPs, and paid volunteer days — all within an engaging, fun, and collaborative work environment.

Founded more than 145 years ago, Economical is one of Canada’s leading property and casualty insurance companies. We rely on our national network of more than 800 independent brokers to sell a range of car, home, business, and farm insurance solutions. With Sonnet and Petline, we’re extending our reach through the direct-to-customer channel. With more than 2,400 active employees across the country and a commitment to rethinking the insurance experience, we’re poised for great things.

We’re now adding to our high-performance team to take us into the future. Let’s rethink insurance, together.

In this role, you will:

  • Resolve customer escalations and manage VIP customers and programs

  • Ensure schedule adherence and monitor queue activity

Your Responsibilities:

  • Providing guidance to Customer Care Centre employees and coordinating daily activities, including customer follow-ups, task management, calling programs and sales leads

  • Assisting in the implementation of new policies and programs; identifying and acting upon opportunities to strengthen quality and consistency in overall customer experience

  • Collaborating with Team Leaders in coaching and developing Customer Care employees

  • Collaborating in the development and implementation of proactive customer care initiatives

  • Providing support, guidance and resolutions to Insurance Advisors

  • Providing support and resolution with VIP clients and client escalation calls

  • Preparing and analyzing daily, weekly and monthly Customer Care reports and providing recommendations on trends or customer enhancement opportunities

  • Collaborating to develop and maintain VIP Customer and Customer Escalation interaction reports

Your Skills and Experience:

  • Previous experience in a customer service role

  • College or university education preferred (minimum high school diploma or equivalent combination of education and experience)

  • Level 1 General Insurance Licence

  • CAIB 2

  • Excellent verbal, written and interpersonal communication skills

Please Note: Our business operates from Monday to Thursday, 7:00 am - 9:00 pm, Friday 7:00 am - 8:00 pm and Saturday 8:00 a, - 7:00 pm. We require all successful candidates to be flexible in accommodating shifts in between those hours. However, please do not worry!  We are a firm believer in providing advanced notice of shift changes so that you can plan out your personal schedules accordingly.


To complete the online application process, you’ll need to upload your resume before you apply for the role you’re interested in. Please note that only one document can be uploaded, so be sure to combine your resume and cover letter.

We are committed to providing an inclusive work environment that welcomes diversity and supports accessibility across the organization. If you require accommodation at any time during the recruitment process, please let us know by contacting:

Visit to learn more about us and what we’re up to.

Economical Insurance includes the following companies: Economical Mutual Insurance Company, Family Insurance Solutions Inc., Sonnet Insurance Company, Petline Insurance Company.

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