Position: Bilingual Customer Solutions Coordinator
Employment: Full-Time, Permanent
Salary: Up to $56,000
Schedule: Friday to Tuesday
- Friday, Monday & Tuesday: In Office
- Saturday & Sunday: Work from Home
- Hours: 8:00 a.m. – 4:30 p.m.
- (30-minute lunch & two 15-min breaks)
Position Overview:
As a Customer Solutions Coordinator, you’ll be the driving force behind moving claims forward. You’ll manage the process end-to-end with speed, accuracy, and empathy, ensuring no detail slips through while clients and partners receive timely solutions.
This role demands a solution-oriented mindset, strong organisational skills, and the ability to juggle multiple priorities. You’ll thrive in a fast-paced environment, taking ownership of progress and collaborating with stakeholders to deliver outcomes quickly and effectively.
Job Responsibilities
- Own the intake and progression of new claims, gathering requirements, entering data into our CRM, and ensuring smooth end-to-end handling.
- Proactively resolve client inquiries on our claims line, delivering solutions that balance efficiency and exceptional service.
- Maintain accurate claim records and documents, driving accuracy in every step of the process.
- Guide policyholders through the temporary housing journey with empathy and clarity, ensuring they feel supported at each stage.
- Match clients to suitable housing solutions, balancing urgency, requirements, and available inventory.
- Prepare leases, contracts, authorizations, and paperwork while ensuring deadlines are met.
- Manage competing priorities by organising workload, addressing urgent tasks, and keeping claims moving forward without delay.
- Act as the central liaison between policyholders, adjusters, and property managers, pushing progress and resolving obstacles quickly.
- Monitor billing accuracy, produce statements, and follow up on outstanding payments with persistence.
- Adapt to changing requirements and shifting repair schedules while ensuring momentum is maintained.
- Support the broader team by jumping in wherever needed to ensure success.
Education & Experience Required
- Post-secondary education or experience in business, hospitality, real estate, or a related field is an asset, although not required.
- Strong skills in organisation, multitasking, and problem-solving, able to keep work moving forward under pressure.
- Proven ability to deliver outstanding client service, balancing empathy with efficiency.
- Fluent in English and French with excellent verbal and written communication skills, with confidence handling multiple stakeholders.
- Proficiency with MS Office and the ability to quickly learn new systems.
Core Competencies
- Solution-driven mindset – able to anticipate challenges, troubleshoot quickly, and keep claims moving forward.
- Organisational strength – skilled at managing competing priorities, high volumes, and shifting deadlines without losing accuracy.
- Client empathy with action – balancing compassion for policyholders in distress with the ability to guide them through solutions.
- Strong communicator – clear, confident, and persuasive with clients, adjusters, property managers, and internal teams.
- Resilient under pressure – able to stay composed, make sound decisions, and push progress in time-sensitive situations.
- Collaborative problem solver – works seamlessly across departments and with external partners to deliver results.
Adaptable and proactive – thrives in a fast-growing, changing environment where priorities shift quickly
