Customer Care - Customer Care Specialist, Part-Time

Customer Care - Customer Care Specialist, Part-Time

80 Allstate Pkwy, Markham, ON L3R 8C5, Canada

Posted Thursday, February 26, 2026 at 5:00 AM

The Customer Care Specialist is responsible for responding to client inquiries via inbound calls, web chat, or email. We’re looking for candidates who can multitask and stay organized while providing superior customer service. You will be expected to be an active team member by supporting work efforts, providing feedback and contributing to team productivity.

The customer care team is part of our 24/7 contact centre. This role requires you to work weekends and holidays from 9am – 8pm, both weekend days, as well as holidays.

You will be required to participate in a minimum 8-week on-site, in person (paid) training, from Monday – Friday, at our head office location in Markham.

Guard Me International Insurance recognizes people as our most valuable asset. We look for individuals who like working with and helping people and who are interested in long-term career growth within an established, successful company. The work environment is fast-paced and high-energy. You'll get a chance to communicate with others, as everyone's input is valued. The culture is truly collaborative. You'll be working with an established, award-winning team with an impressive track record.

If we still have your attention, please read through the responsibilities and qualifications, and if you think you’re a good fit, we’d love to review your resume!

• Provide and maintain a high standard of customer service to Partners, insureds, their families and guardians, as well as service providers, and follow the standards and procedures set by the business.
• Answer incoming calls, respond to emails, social media, and maintain chat communication regarding general inquiries, policy coverage, claims and/or basic enrollment inquiries in a timely, accurate and relevant manner.
• Communicate appropriately based on the situation, using empathy and adjusting tone as needed in sensitive situations.
• Identify and elevate operational issues—such as concerns, escalation requests, customer complaints, and success stories to the Customer Care Manager, and ensure timely follow‑up to support effective resolution and continuous improvement.
• Maintain accurate data entry; organize and work with detailed records to access, search and retrieve information efficiently.
• Create accurate notes of each interaction in our database.
• Escalate complex inquiries to a senior specialist or TL as appropriate.
• Availability to work on Saturdays, Sundays and all public holidays.
• Ability to use multiple screens for providing service, efficiency and ease of use.
• Responsible to work from only the office and/or home as per the employment contract.

• Actively participate in QA reviews, coaching as well as learning and development initiatives.
• Responsible for attending in‑office or off‑site training as required during regular business hours, which may include weekdays.
• Exceed or maintain the minimum the quality assurance targets on interactions.

• Read, acknowledge, and comply with all policies and procedures of the organization.
• Attend privacy and security training during the onboarding process as well as annually thereafter.
• Any employee who becomes aware of an incident or potential incident that may result in unauthorized access, use, copying, alteration, or disclosure of personal information that may be in the possession or control of Guard Me must immediately notify Guard Me's Privacy Office.

• Minimum of 3 years’ experience in a Contact/Call Centre environment.
• Completion of Secondary School, College Diploma, or Degree, or equivalent combination of education and experience.
• Insurance experience would be an asset.
• Positive customer service attitude with an ability to demonstrate this while taking calls.
• Comfortable adapting to new situations with the ability to perform well, negotiate, and problem‑solve in dynamic situations.
• A strong attention to detail with the ability to…