The Customer Service Representative & Office Assistant plays a dynamic role in supporting the department’s operations through administrative tasks and direct client interactions. Acting as a Customer Service Representative & Office Assistant, this individual addresses client inquiries, resolves concerns, and ensures a seamless experience.

As a key member of the Pension Team, the Client Representative Assistant reports to the Pension Department Manager and serves as the first point of contact for members. This role involves handling live calls, triaging requests, and providing timely assistance to ensure efficient service delivery.

This position is ideal for someone who thrives in a client-focused, fast-paced, detail-oriented environment and is committed to delivering exceptional service.

The Customer Service and Office Assistant will :

• Provides exceptional customer service to customers by handling all questions and concerns in a professional, and timely manner both in person and over the phone,
• Refers unresolved customer queries or complaints to appropriate staff members or subject matter expert for further assistance or investigation,
• Maintains records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken using the department’s case management system,
• Maintains security and confidentiality of member records.

Office Administration

• Prints and prepares outgoing mail daily,
• Receives, scans, and logs incoming mail/deliveries daily,
• Organizes and maintains filing system (both physical and electronic files),
• Supports both the assistant and customer service representative during leaves,
• Utilizing basic word processing, spreadsheet, and database computer applications.
• Reports directly to Pension Department Manager,
• Works cooperatively as a member of the Pension Department to provide superior customer service to customers
• Receives guidance and direction from Senior Team members and Pension Department Manager.

To be successful as a Customer Service and Office Administrator you will need:

• Excellent verbal and written communication skills fluent in both English and French

• Knowledge of customer service principles and practices

• Excellent listening skills

• Able to handle and resolve customer complaints or difficult situation with tact and diplomacy

• Adaptable

• Strong organizational and time management skills

• Detail oriented

• Able to work in a busy team environment

• Able to handle stressful situation appropriately

All-star candidates will have:

• High school diploma or equivalent
• 6 months or more experience in a customer support role
• Previous experience in office administration and clerical processes

Coughlin & Associates Ltd. is a premier independent firm specializing in group benefits and pension consulting and administration. With offices in Ottawa and Winnipeg, we provide comprehensive services to a wide range of clients, including corporations, unions, and public service organizations across Canada.

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we’re committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. If you require an accommodation or an alternative format of any posting please reach out to careers@peoplecorporation.com