Customer Experience Specialist

On Side Restoration; Vancouver; Hybrid; CAD 42,000 - 44,000; Full time

Job summary

A growing restoration company is seeking an Overnight Customer Experience Specialist to join their Contact Centre team. This full-time, remote position requires bilingual proficiency in English and French, at least 2 years of customer service experience, and excellent communication skills. Responsibilities include handling restoration requests and emergency calls. The role offers a hybrid work model, with various benefits, including health plans and an employee assistance program.

Benefits

Employee assistance program

Comprehensive health plans

Opportunities for advancement

Collaborative work environment

Qualifications

• Fully bilingual in English and French; interactions with English-speaking clients.
• At least 2 years of customer service experience required.
• Excellent communication skills in a professional setting.

Responsibilities

• Assist customers with restoration requests via phone and email.
• Maintain effective communication with stakeholders to meet project conditions.
• Handle customer emergencies and build trust through communication.

Skills

Bilingual in English and French

Customer service experience

Ability to multitask

Excellent phone etiquette

Problem-solving skills

Tech-savvy

Education

High school diploma

Job description

Compensation: $42 – $44 / year

Employment Type: Full-time / permanent

On Side Restoration is seeking an Overnight Customer Experience Specialist (CES) to join our Contact Centre team. This remote position can be based from any location with a branch of On Side.

The customer experience team aims to ensure all inquiries are answered promptly, professionally, and courteously. CES’s foster positive experiences through quality communication and adherence to service level agreements.

Responsibilities include:

• Assisting customers by setting up restoration requests via Voice (Phone) and Email
• Making inbound and outbound calls
• Creating E-files by documenting property damage details and communicating with branch offices
• Maintaining effective communication with internal and external stakeholders to meet project conditions
• Handling customer emergencies related to water, flood, fire, or mold damage, and building trust through open communication
• Providing accurate information using appropriate technology tools
• Servicing property manager emergency calls and coordinating with project managers for dispatch
• Handling or escalating complaints, offering solutions, and following up for resolution

Qualifications:

• Fully bilingual in English and French (speaking, reading, writing); regular interaction with English-speaking clients and colleagues across the country
• At least 2 years of customer service experience
• Experience managing multiple phone lines
• Tech-savvy and quick to learn new software
• Ability to multitask effectively in a fast-paced environment
• Excellent phone etiquette and professional communication skills
• Enjoy working with people and solving problems
• Calm and reasonable under pressure
• High school diploma
• Adaptable to business changes and flexible with schedules

Schedule: 10:30 PM EST – 7:00 AM EST. Training hours may differ, details provided during hiring.

Additional Notes:

• Hybrid work model supporting flexibility; in-person presence may be required occasionally
• Salary estimates are approximate; final compensation discussed during interview, influenced by region, experience, and education

Benefits:

We are a growing company offering fulfilling work, a collaborative environment, and opportunities for advancement. Benefits include an employee assistance program, comprehensive health plans (medical, dental, vision), long-term disability, and life insurance. We value diversity and encourage authentic self-expression at work.