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Appeals Associate - Remote / Telecommute

Montreal, QC, CA • Posted 10 hours ago • Updated 10 hours ago

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Job Details

Skills

Collaboration
Communication
Computer Literacy
Conflict Resolution
Continuous Improvement
Customer Service
Hospitality

Summary

We are looking for Appeals Associate - Remote / Telecommute for our client in Montreal, QC

Job Title: Appeals Associate - Remote / Telecommute

Job Location: Montreal, QC

Job Type: Contract

Job Description:

The Customer Safety Specialist is responsible for managing complex cases and providing high-quality service to clients and community members.
This role involves handling sensitive issues, assessing risk, and ensuring appropriate resolution while maintaining efficiency and quality.
The specialist will interact through multiple communication channels and support continuous improvement initiatives within the team.

Responsibilities:

Manage complex cases end-to-end, following workflows and management guidelines.
Interact with clients, customers, and community members via live chat, social platforms, messaging, and phone.
Recognize case type/severity and escalate appropriately to other teams when needed.
Assess threatening or risky behaviors and exercise good judgment in response.
Demonstrate ownership mentality, adhering to quality and service standards.
Handle a high volume of cases efficiently without compromising quality.
Document best practices, ways of working, and operational norms as requested by management.
Provide technical/functional guidance to less experienced team members.
Engage with stakeholders and collaborate with other delivery teams and functional partners.
Participate in Safety Service improvement initiatives using operational knowledge.

Qualifications And Experience:

Minimum 3 years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar contact center role.
Hospitality experience is a plus, especially in technology platforms.
Ability to work weekends, public holidays, and evening shifts.
Experience working in high-pressure environments handling sensitive or potentially traumatic content.

Skills And Expertise:

Strong interpersonal and communication skills, including conflict resolution.
Ability to multitask, prioritize, and organize high volumes of work.
Basic computer literacy, including Apple/Mac OS and Google Suite.
Ability to assess risk accurately, exercise good judgment, and share pertinent information with stakeholders.

Education:

Bachelor s degree or minimum 2 years of customer service experience.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10516350
Position Id: QC_ASRT_1105
Posted 10 hours ago

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