Customer Care and Agency Contact Representative

Customer Care & Agency Contact Representative

Jeff Cooke Insurance Agency | Calgary, Alberta

Full-time, in-office position

Candidate's work status must be Permanent Resident or Canadian Citizen .

Are you a people person who thrives in a fast-paced environment, loves delivering exceptional customer service, and enjoys making things happen?

At Jeff Cooke Insurance, we’re looking for an energetic, personable, and organized Customer Care & Agency Contact Representative to be the welcoming face and voice of our office. In this role, you’ll create positive client experiences, support daily office operations, and connect with existing clients through our In-Book Client Outreach Program.

This is an opportunity for someone who combines outstanding customer service with strong communication skills, attention to detail, and a proactive approach to client engagement. If you enjoy building relationships, staying organized, working toward goals, and growing your skills, we’d love to meet you!

Client Experience & Reception

• Create a welcoming, professional experience for clients, visitors, and callers.
• Manage incoming calls, greet visitors, and direct inquiries to the appropriate team members.
• Deliver friendly, responsive, and solution-focused customer service.
• Build positive relationships with clients through professional and personable communication.

Client Outreach & Engagement

• Make outbound calls to existing clients as part of our In-Book Client Outreach Program.
• Follow up with clients, maintain regular contact, and identify opportunities to strengthen client relationships.
• Support client retention and identify potential sales or service opportunities.
• Work toward established outreach, service, and performance goals.

Administration & Office Support

• Assist with day-to-day administrative tasks and office coordination.
• Maintain accurate client information, documentation, and records.
• Use telephone and computer systems to manage inquiries, follow-ups, and administrative workflows.
• Multitask effectively while maintaining accuracy, professionalism, and attention to detail.

• At least two years of exceptional customer service experience.
• Strong verbal communication and telephone skills.
• A friendly, approachable, and professional personality.
• Confidence initiating conversations and making outbound calls.
• Strong organizational skills and the ability to multitask in a busy environment.
• Comfort using computers and learning new software and systems.
• A goal-oriented mindset and a proactive, results-driven approach.
• A willingness to learn, accept coaching, and participate in ongoing training.
• A genuine interest in building a long-term career in insurance and client service.

We believe in developing our people and supporting their professional growth. This role offers an opportunity to build valuable customer service, client relationship, administrative, and sales skills while exploring a longer-term career in the insurance industry.

The successful candidate will be willing to work toward obtaining a Level 1 General Insurance Licence as part of their future professional development and advancement.

• Base salary : $51,000 per year
• Performance bonus: Up to $950 per month in bonus potential; eligibility and performance criteria to be confirmed.
• Extended health benefits: Healthcare, dental, and prescription drug coverage.
• Paid time off: Paid vacation.
• Retirement savings: Group RRSP.

• Location: 2424 4 Street SW, Unit 800, Calgary, Alberta.
• Work arrangement: Full-time, in-office.
• Schedule: 8:30AM-5:30PM.
• Transportation: A personal vehicle is required.