Customer Service Representative (Remote friendly)

Imagine Communications; Golden Horseshoe; Remote; CAD 40,000 - 50,000; Full time

Job summary

A leading company in broadcast media production is seeking a Customer Service Representative. This remote-friendly role involves responding to customer inquiries, providing technical support, and managing service orders. Ideal candidates will have strong communication skills, adaptability, and experience in customer service. A college degree is preferred, and familiarity with Oracle and Salesforce is a plus. Join a diverse and inclusive environment offering comprehensive benefits.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

HSA

401(k) with company matching

Travel Insurance

Employee Wellbeing Programs

Community Volunteering Support

Qualifications

• 1+ year of customer service/technical support experience.
• Bilingual skills are a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Manage service order inquiries and updates.
• Ensure 24/7 call center coverage.

Skills

Communication

Adaptability

Engagement

Education

College Degree

Tools

Oracle Business Systems

Salesforce

Microsoft Office

Job description

Customer Service Representative (Remote friendly)

Join to apply for the Customer Service Representative (Remote friendly) role at Imagine Communications.

Get AI-powered advice on this job and more exclusive features.

Every day, Imagine Communications delivers billions of media moments worldwide — anywhere, anytime, on any device. They provide innovative, end-to-end media software and networking solutions to over 3,000 customers across more than 185 countries, including top broadcast facilities and advanced sports and live-event venues.

Why Imagine?

Imagine Communications offers a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, HSA, and 401(k) with company matching. Travel insurance, Employee Wellbeing programs like LifeSpeak and Vitality, and community volunteering support are also provided.

Primary Responsibilities

The Customer Service Representative (Tier 1) responds to customer and internal personnel inquiries regarding customer issues. Responsibilities include answering calls, omni-channel chat, minor troubleshooting, license generation, order processing, inventory monitoring, and administrative tasks. Flexibility to work rotating shifts, including evenings, weekends, and holidays, is required.

1. Ensure 24/7 call center coverage.
2. Respond to customer questions via phone, email, chat.
3. Serve as primary contact for internal technical support.
4. Assist with basic technical support when possible.
5. Manage service order inquiries and updates.
6. Escalate technical issues appropriately.
7. Handle order entry, PO receipt, shipping, and invoicing.
8. Verify pricing, discounts, configurations, and sales tax requirements.
9. Coordinate with Finance on credit issues.
10. Gather purchase and shipping info from customers.
11. Complete Metrix and Oracle transactions accurately and timely.
12. Follow-up to ensure customer issues are resolved.
13. Participate in customer support projects.

Qualifications include a college degree (preferred), 1+ year of customer service/technical support experience, familiarity with Oracle Business Systems and Salesforce (preferred), proficiency in Microsoft Office, excellent engagement skills, independence, adaptability, and strong communication. Bilingual skills are a plus.

Additional Information

Seniority level: Entry level.

Employment type: Full-time.

Industry: Broadcast Media Production and Distribution.

We celebrate diversity and are committed to an inclusive environment.