158 Customer Care jobs in Richmond Hill

Job Description

Company Description

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. 

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia in addition to our UK operations based in Windsor, Ashford and Hull. 

We are seeking a Customer Care Agent who is enthusiastic about providing exceptional customer service and thrives in a target-driven environment. The ideal candidate should be an excellent communicator with a keen attention to detail and the ability to handle pressure well. While knowledge of Financial Services is advantageous, it is not mandatory.

Responsibilities:

• Deliver outstanding service to customers by addressing inquiries and requests promptly and managing the delivery of customer correspondences with the agreed company framework, timescale and deadlines
• Maintain accurate client records and complying with regulatory requirements on all matters
• Assist customers in making tailored changes to their policies as per their needs
• Adhering to processes and procedures all service-related matters and escalating upwards as appropriate
• Contribute towards projects designed to improve the service offered by the business
• Handling the administration of organizational claims process

• Proven experience in a customer service role.
• Ability to manage stress and maintain performance in a target-driven environment.
• Exceptional communication and listening skills.
• High level of attention to detail.
• Prior knowledge or experience in Financial Services is a plus but not required.

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Accessibility for Job Applicants:

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer:

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

About Go Lime Inc.

Go Lime is Ontario’s market leader in sustainable residential and commercial solutions. We specialize in energy-efficient plumbing, electrical, solar, and water heating systems — all designed to make home comfort effortless, affordable, and environmentally friendly.

With decades of experience and a customer-first approach, we’re revolutionizing how comfort is delivered to homes across Ontario. Transparency, accessibility, and innovation are at the core of everything we do. To learn more, visit us at:

Join Our High-Energy HVAC Team as a Customer Care Representative!

Are you someone who loves solving problems, staying organized, and making customers feel genuinely cared for? We’re looking for a Customer Care Representative with a sharp eye for detail and a passion for delivering exceptional service.

In this role, you’ll be the friendly, reliable voice (or message!) our customers count on. You’ll guide them through order processing, answer questions, and troubleshoot any concerns—all while keeping our internal operations running smoothly and efficiently.

What You Will Do:

• Supporting our Customer Care Operations by handling end-to-end order processes
• Communicating with customers through phone, email, and chat with empathy and confidence
• Solving problems with a “can-do” attitude and a smile (even over the phone)
• Spotting trends, identifying potential process hiccups, and helping us stay ahead of issues
• Escalating urgent matters when needed and always following through
• Keeping things on track with strong organizational skills and attention to detail
• Collaborate with stakeholders to ensure company targets are met and exceeded
• Collaborate with other team members to ensure customer concerns and requests are completed in a timely manner

What We’re Looking For:

• Excellent communication skills, both written and verbal
• Strong judgement & problem solving
• Team player
• Ability to work well under pressure
• Fast learner and detail oriented
• Open-minded: capable to listen and understand different points of view and open to receive feedback.
• Experience with Talkdesk and Zoho CRM or similar software (preferred).
• Must be available to work different shifts as required by the business.

What you'll love about Go Lime

• A highly supportive, inclusive work environment with a flat hierarchy and where your contributions make a difference.
• Be part of a company that is revolutionizing the HVAC industry and driving sustainable solutions.
• A rewarding career with ongoing development and career growth opportunities.
• Opportunities to develop skills in logistics, customer service, and emergency response.

Job Description

Description

We're seeking a hands-on and customer-obsessed Customer Care Manager who thrives on direct engagement with both internal and external customers and colleagues. This role involves taking the initiative with a team of peers by sharing best practices and insights, fostering collaboration across the team. This role is perfect for someone who thrives in high-impact, customer-facing environments and is just as comfortable coaching others as they are diving into day-to-day operations.

You’ll be the bridge between our field teams, internal functions, and customers—helping to resolve issues, advocate for improvements, and ensure an outstanding experience across the board.

• Act as a local support partner for field sales and customers, building strong relationships and ensuring a smooth experience; facilitating the resolution of customer service, system, technical or billing queries.
• Manage escalated issues directly, liaising across field, customers, and internal teams to champion resolution.
• Perform transactional support tasks (e.g., collecting missing contract info, coordinating returns, upgrades, and loaners).
• Proactively respond to and close the loop on Medallia alerts and customer feedback.
• Educate customers on best practices, product features, and updates to ensure full adoption and satisfaction.
• Collaboratively guide, support, and coach fellow CCAS peers in their roles as customer and field advocates, fostering a strong peer-to-peer network that promotes a culture of collaboration and mutual accountability.
• Help identify and address skill-building opportunities among peers, and share knowledge, best practices, and training resources to support ongoing development.
• Help channel and translate team feedback and insights into balanced recommendations for process improvements and alignment
• Partner with internal teams (e.g., Costa Rica Customer Care, US CCASs, Global CX) to prioritize and implement process enhancements.
• Track and report on key customer metrics, trends, and recurring issues—turning feedback into actionable insights.
• Lead the Canadian region’s reporting on trends, challenges, and customer sentiment across all business units.

• Bachelor’s Degree preferred in Business Administration.
• 6 to 10 or more years of proven experience in a Customer Success, Sales or Customer Support, Operations, Account Management, or similar role, ideally within a dental health or MedTech industry.
• Strong English communication skills, with the ability to explain matrixed information in an easily digestible way.
• Excellent problem-solving skills and a customer-first mindset.
• Ability to manage multiple customer accounts simultaneously and prioritize tasks effectively.
• Strong collaboration skills with cross-functional teams (sales, support, product).
• Familiarity with customer success software, CRM systems (e.g., Salesforce)
• Understanding of business goals and how to drive customer success by aligning product usage to those goals

 Complementary skills

• Bilingualism (French/English or English/Mandarin) are considered definite assets
• Experience working with enterprise-level clients or large accounts.
• Support or Technical background with a strong understanding of internal processes, support resources and troubleshooting.
• Strong Excel skills, experience with data visualization tools
• Top presentation skills

Job Description

Description

This position is ideal for independent and driven individuals to join the Customer Engagement team as a Customer Care Area Specialist, building and nurturing strong relationships with our customers, ensuring they achieve their goals through the successful adoption and utilization of our products and services. 

Partnering closely with field Territory Managers (TMs), you will aid in investigating issues, problem solving and identifying solutions in a timely manner, offering valuable insights and support to drive mutual success.

This role requires an individual who is proactive, detail-oriented, and customer-focused, with the ability to navigate technical, billing, and service-related topics while delivering a positive customer experience.

• Act as a local support partner for field sales and customers, building strong relationships and ensuring a smooth experience; facilitating the resolution of customer service, system, technical or billing queries.
• Serve as the main lead to report out on Canada trends, areas for improvements across all regions and channels, and partner with internal leads to ensure improvement opportunities are captured and accounted for in system / process enhancements.
• Manage escalated issues directly, liaising across field, customers, and internal teams to champion resolution.
• Perform transactional support tasks (e.g., collecting missing contract info, coordinating returns, upgrades, and loaners).
• Proactively respond to and close the loop on Medallia alerts and customer feedback.
• Educate customers on best practices, product features, and updates to ensure full adoption and satisfaction.
•  Identify and report out on trends, top issue categories, Medallia survey results and feedback, and opportunities across channels and all business units.

• Bachelor’s Degree, preferably in Business Administration
• 4 – 6 years of proven experience in a Customer Success, Sales or Customer Support, Operations, Account Management, or similar role, ideally within a dental health or MedTech industry.
• Strong English communication skills, with the ability to explain matrixed information in an easily digestible way.
• Excellent problem-solving skills and a customer-first mindset.
• Ability to manage multiple customer accounts simultaneously and prioritize tasks effectively.
• Strong collaboration skills with cross-functional teams (sales, support, product).
• Familiarity with customer success software, CRM systems (e.g., Salesforce)
• Understanding of business goals and how to drive customer success by aligning product usage to those goals.

Complementary skills

• Experience working with enterprise-level clients or large accounts.
• Support or Technical background with a strong understanding of internal processes, support resources and troubleshooting.
• Strong Excel skills, experience with data visualization tools
•  Top presentation skills

Job Description

Company Description

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. 

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia in addition to our UK operations based in Windsor, Ashford and Hull. 

If you’d like to find out more about life at Neilson, check out the video below.

The Team Leader, Customer Care, reporting to the Head of Customer Care, Canada, will be responsible for leading their team to deliver exceptional service. This role requires a proven leader with strong people management skills and a wealth of experience in overseeing service teams. The ideal candidate will thrive in a hands-on, creative, and solution-oriented environment, with a clear focus on achieving key business KPIs.

The role demands a confident and decisive leader who takes initiative while staying aligned with both business goals and partner objectives. The Team Leader, Customer Care will guide and authorize actions taken by the service team, ensuring optimal customer support and upholding Neilson’s high service standards. A proactive, pragmatic approach is essential to effectively serve the department and maintain the excellence that Neilson is known for.

Duties and Responsibilities:

• Lead team performance by conducting regular 121 meetings, coaching, and implementing improvement plans as needed.
• Collaborate with Learning and Development to facilitate agent inductions and ensure ongoing team training.
• Monitor and manage team KPIs, providing performance reports to the Group General Manager – Customer Care. 
• Ensure team behaviour aligns with company values, compliance standards, and HR guidelines. • Conduct weekly call calibrations, coaching sessions, and quality checks on communication. 
• Oversee leave requests, attendance, and conduct Return to Work meetings as necessary.
• Address escalated complaints in line with the company’s complaints process and provide solutions for issues.
• Foster a high-energy, results-driven environment by mentoring, motivating, and supporting the team.
• Manage team product and process queries, ensuring continuous knowledge development.
• Track and report team performance, identifying trends and areas for improvement.
• Handle rota management, eLearning completion, and team-building activities

• Proven experience leading and managing teams to deliver outstanding customer service.
• Strong ability to build and enhance team performance through guidance, coaching, and development.
• Sound understanding of operational guidelines, preferably within a regulated call centre environment (e.g., verbal scripting, compliance, processes, and procedures).
• Hands-on leadership experience, with the ability to manage a team effectively.
• Exceptional written and verbal communication skills.
• Ability to analyze business reporting metrics and deliver results against agreed KPIs.
• Solution-focused with the ability to create proactive solutions for day-to-day business demands.
• Life insurance industry experience is preferred, but not essential.
• Intermediate/advanced proficiency in Microsoft Office.

What You Bring to the Table:

• Demonstrates Neilson values in behaviour and decision-making.
• Strong leadership qualities, with the ability to drive team performance and motivation.
• Excellent communication and presentation skills, both written and verbal.
• Detail-oriented, ensuring high standards of service are always upheld.
• Passionate, innovative, and proactive, with a drive to excel.
• High energy, enthusiasm, and a dynamic approach to challenges.
• Adaptable and flexible, able to thrive in a fast-paced environment.
• Strong organizational skills and ability to prioritize effectively.
• A natural leader with coaching and mentoring capabilities.
• Professional demeanour with a positive, "can do" attitude.

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Accessibility for Job Applicants:

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer:

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

Job Description

Description

This position is ideal for independent and driven individuals to join the Customer Engagement team as a Customer Care Area Specialist, building and nurturing strong relationships with our customers, ensuring they achieve their goals through the successful adoption and utilization of our products and services. 

Partnering closely with field Territory Managers (TMs), you will aid in investigating issues, problem solving and identifying solutions in a timely manner, offering valuable insights and support to drive mutual success.

This role requires an individual who is proactive, detail-oriented, and customer-focused, with the ability to navigate technical, billing, and service-related topics while delivering a positive customer experience.

• Act as a local support partner for field sales and customers, building strong relationships and ensuring a smooth experience; facilitating the resolution of customer service, system, technical or billing queries.
• Serve as the main lead to report out on Canada trends, areas for improvements across all regions and channels, and partner with internal leads to ensure improvement opportunities are captured and accounted for in system / process enhancements.
• Manage escalated issues directly, liaising across field, customers, and internal teams to champion resolution.
• Perform transactional support tasks (e.g., collecting missing contract info, coordinating returns, upgrades, and loaners).
• Proactively respond to and close the loop on Medallia alerts and customer feedback.
• Educate customers on best practices, product features, and updates to ensure full adoption and satisfaction.
• Identify and report out on trends, top issue categories, Medallia survey results and feedback, and opportunities across channels and all business units.

• Bachelor’s Degree, preferably in Business Administration
• 4- 6 years of proven experience in a Customer Success, Sales or Customer Support, Operations, Account Management, or similar role, ideally within a dental health or MedTech industry.
• Required to be bilingual (French/English) with strong communication skills, and ability to explain and navigate matrixed information in an easily digestible way.
• Excellent problem-solving skills and a customer-first mindset.
• Ability to manage multiple customer accounts simultaneously and prioritize tasks effectively.
• Strong collaboration skills with cross-functional teams (sales, support, product).
• Familiarity with customer success software, CRM systems (e.g., Salesforce)
• Understanding of business goals and how to drive customer success by aligning product usage to those goals.

Complementary skills

• Experience working with enterprise-level clients or large accounts.
• Support or Technical background with a strong understanding of internal processes, support resources and troubleshooting.
• Strong Excel skills, experience with data visualization tools
• Top presentation skills

Job Description

Description

This position is ideal for independent and driven individuals to join the Customer Engagement team as a Customer Care Area Specialist, building and nurturing strong relationships with our customers, ensuring they achieve their goals through the successful adoption and utilization of our products and services. 

Partnering closely with field Territory Managers (TMs), you will aid in investigating issues, problem solving and identifying solutions in a timely manner, offering valuable insights and support to drive mutual success.

This role requires an individual who is proactive, detail-oriented, and customer-focused, with the ability to navigate technical, billing, and service-related topics while delivering a positive customer experience.

• Act as a local support partner for field sales and customers, building strong relationships and ensuring a smooth experience; facilitating the resolution of customer service, system, technical or billing queries.
• Serve as the main lead to report out on Canada trends, areas for improvements across all regions and channels, and partner with internal leads to ensure improvement opportunities are captured and accounted for in system / process enhancements.
• Manage escalated issues directly, liaising across field, customers, and internal teams to champion resolution.
• Perform transactional support tasks (e.g., collecting missing contract info, coordinating returns, upgrades, and loaners).
• Proactively respond to and close the loop on Medallia alerts and customer feedback.
• Educate customers on best practices, product features, and updates to ensure full adoption and satisfaction.
• Identify and report out on trends, top issue categories, Medallia survey results and feedback, and opportunities across channels and all business units.

• Bachelor’s Degree, preferably in Business Administration
• 4- 6 years of proven experience in a Customer Success, Sales or Customer Support, Operations, Account Management, or similar role, ideally within a dental health or MedTech industry.
• Required to be bilingual (English/Mandarin) or (English/Cantonese) communication skills, with the ability to explain matrixed information in an easily digestible way.
• Excellent problem-solving skills and a customer-first mindset.
• Ability to manage multiple customer accounts simultaneously and prioritize tasks effectively.
• Strong collaboration skills with cross-functional teams (sales, support, product).
• Familiarity with customer success software, CRM systems (e.g., Salesforce)
• Understanding of business goals and how to drive customer success by aligning product usage to those goals.

Complementary skills

• Experience working with enterprise-level clients or large accounts.
• Support or Technical background with a strong understanding of internal processes, support resources and troubleshooting.
• Strong Excel skills, experience with data visualization tools
• Top presentation skills