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Claims Agent - Call Center

Customer Service & Sales Support
014573 Requisition #

Colleagues you’ll love.
A dynamic and collaborative workplace where you can contribute to our story.
An access to over 6,000 free courses for your continuous development and career growth.
Comprehensive benefits from day one. 

This is the #YPLife and what working at YP is all about.


What is an Inbound Claims Agent at Yellow Pages?

Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Facebook Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.


As an inbound claims agent, your role is to satisfy external customer expectations as a Yellow Pages Customer Service Representative addressing questions, complaints regarding online and print advertising.  Types of calls will include advertiser product complaints, billing and rate queries, policies and procedure related questions, handling product related objections, i.e. using YP Analytics for SEO/SEM, etc.). All while balancing revenue retention and the customer experience.


Main responsabilities:
A. Satisfy potential and existing customer claims/complaints regarding our products and services.

• Answering inbound claim calls according to our service standards in a professional and courteous manner.
• Answering all inbound skill types (not only claim calls) when assistance is needed for call center support, all according to our service standards in a professional and courteous manner.

B. Negotiate according to our resolution guidelines satisfying both parties. Support Sales and Client Relations in order to resolve customer concerns.

• Negotiate claim resolutions according to established guidelines and/or according to customer value, satisfying both parties (with regards to billing adjustments or credits applied to an account).
• Validate and investigate according to our claim investigation process. Follow claim processes in regards to assigning appropriate claim type/sub-type, assign error responsibility for errors to the appropriate department/individual i.e. MAC, calculate adjustments and issue credit as well as obtain the necessary approvals as required.
• Provide support to various internal business partners such as Sales, Outbound Claims and Collections/Client Relations in order to enhance the customer experience.

C. Act as a customer service resource and business partner with all related functions of the company

• Ensure appropriate action is taken in regards to customer inquiries or issues.
• Keep organization informed of customer needs and concerns.
• Initiate corrections on behalf of the customer (i.e. but not limited to: listing errors, billing errors, logo corrections, etc.) related to a claim to reduce the duration of the error on yp.ca.
• Focus on complaint prevention strategies.
• Ensure effective follow-up of client files throughout the company.
• Keep the company informed of changing client needs and of developments with regards to online products and social networks.


Why should you apply for the Inbound Claims Agent position?
- We bet on everyone potential rather than pressure management
- We offer weeks paid training, flexible benefits package on your first day, a casual environment where you can wear jeans
- We distinguish the most beautiful achievements by awarding prizes or recognition programs
- We propose to our employees to advance in their career according to their expectations
- We work in the amazing Nordelec building which includes a gym
- Work schedule from Monday to Friday, latest shift ending at 8pm!


What do you need to be an Inbound Claims Agent at Yellow Pages?
-  High school diploma
-  Bilingual (French and English)
-  Between 2-3 years of experience in customer service in a call center
- Claim experience is an asset

Nice to have:
- Must be customer focused and able to work well in a fast paced dynamic environment.
- Be able to manage stress levels appropriate in order to handle high work volumes and difficult customer situations. 
- Ability to be a quick learner and handle multiple systems, standards, products and policies efficiently. 
- Be a strong team player, and demonstrate a professional and enthusiastic attitude. 
- Possess strong organizational skills and be open to change management. 
- Must be able to multi task
- Possess strong communication skills both verbal and written. 
- Ability to access a situation and take the appropriate action in a timely fashion.


You are ready to join the Yellow Pages adventure as an inbound claims agent? Send us your resume right now!

About Yellow Pages
We’ve been in the game since 1908 and we continue to transform to offer our 229 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 73% of our revenue is generated by digital solutions.


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