PFSL Investments Canada, a subsidiary of Primerica, offers roles such as Customer Support Manager and Client Services Manager. While specific job descriptions may vary, these positions generally encompass the following responsibilities and qualifications:​

Customer Support Manager:

Responsibilities:

• Team Leadership: Manage, train, and motivate a team of customer support agents to deliver exceptional service.​

• Operational Oversight: Monitor performance metrics like response and resolution times to meet team goals and KPIs.​

• Process Improvement: Identify areas for process enhancement, implement best practices, and streamline workflows to improve the customer experience.​

• Customer Escalations: Address escalated customer issues and complex inquiries, ensuring timely and effective resolutions.​

• Reporting & Analysis: Track and analyze customer support trends, prepare reports, and provide data-driven recommendations for service improvements.​

• Cross-Functional Collaboration: Work with departments like sales, product, and technical support to address customer feedback and resolve issues.​

• Training & Development: Offer ongoing training and coaching to enhance team performance and professional growth.

Qualifications:

• Experience: At least 3 years in customer support, with a minimum of 1 year in a managerial or supervisory role.

• Leadership Skills: Proven ability to lead and motivate a customer support team.​

• Customer Focus: Strong commitment to customer satisfaction with effective problem-solving abilities.​

• Communication Skills: Excellent verbal and written communication abilities.​

• Analytical Skills: Capability to analyze data and identify trends for continuous improvement.​

Client Services Manager:

Responsibilities:

• Client Engagement: Assist clients in managing their accounts and products.​

• Coordination: Serve as a liaison between clients and team members to help achieve client goals.​

• Problem-Solving: Listen to client concerns, empathize, take ownership of issues, and collaborate on effective solutions.​

• Data Entry: Utilize internal software for data input, assist clients in setting up online access, and review details with them.​

Qualifications:

• Experience: Client service experience is an asset.​

• Training: Willingness to undergo training to become familiar with industry regulations.​

• Work Hours: Availability to work 10-30 hours per week.​