Customer Service, Vendor Qualification & Intake Representative

Thefvg; Toronto; Hybrid; CAD 30,000 - 39,000; Full time

Job summary

Thefvg is seeking a detail-oriented Customer Service, Vendor Qualification & Intake Representative to support our operations across Canada in a hybrid role. You will handle inbound inquiries, guide vendors through onboarding, and coordinate qualified appointments with internal teams.

In this role, you will gather and verify information, maintain CRM records, and ensure timely service delivery while communicating clearly in professional English.

Qualifications

• Native English proficiency in speaking and writing.
• 2+ years in customer service, appointment setting, intake coordination, or related roles.
• Excellent verbal and written communication skills.
• Strong active listening and relationship-building abilities.
• Experience using CRM platforms and managing multiple workflows.
• Ability to remain calm and professional under pressure.

Responsibilities

• Handle inbound calls with professionalism and empathy, and complete intake.
• Gather and verify customer, property, or service information.
• Explain services, timelines, and next steps clearly.
• Coordinate with dispatch and internal teams to ensure timely service.
• Schedule appointments and follow-ups with customers and vendors.
• Maintain accurate CRM records and documentation.

Skills

English proficiency

Customer service experience

Outbound calls

CRM experience

Organization & multitasking

Attention to detail

Communication skills

Remote work setup

Education

Bachelor’s degree in Business Administration, Public Administration, Supply Chain Management, Communications, or related field

Tools

CRM software

Job description

Position Overview

We are seeking a highly organized, customer-focused Customer Service, Vendor Qualification & Intake Representative to support our growing operations across Canada. This hybrid role combines customer service, structured intake coordination, vendor pre-qualification, and appointment scheduling. You will provide exceptional customer support while guiding vendors through the onboarding and qualification process. You will handle inbound customer inquiries, conduct outbound vendor qualification calls, gather and verify required information and documentation, coordinate appointments, and maintain accurate CRM records. Success in this role requires excellent communication skills, attention to detail, confidence on the phone, and the ability to manage multiple workflows in a fast-paced remote environment.

Key Responsibilities

Customer Service & Intake

• Handle inbound customer calls with professionalism, empathy, and efficiency.
• Assess customer needs and accurately complete the service intake process.
• Gather and verify customer, property, or service-related information.
• Explain services, timelines, and next steps clearly and professionally.
• Coordinate with dispatch, operations, and internal teams to facilitate timely service delivery.
• Escalate complex customer issues when appropriate.
• Properly categorize, document, and close customer interactions.

Vendor Qualification & Appointment Setting

• Contact vendors via phone and email to introduce partnership opportunities.
• Conduct vendor pre-qualification interviews to assess capabilities, eligibility, and compliance requirements.
• Guide vendors through onboarding requirements and documentation.
• Collect, verify, and organize vendor documentation for qualification and government funding opportunities.
• Schedule appointments and follow-up meetings with qualified vendors and internal stakeholders.
• Monitor vendor pipelines and ensure timely follow-ups.
• Escalate compliance or eligibility questions to the appropriate internal teams.

Administrative & CRM

• Maintain accurate CRM records for both customers and vendors.
• Update interaction notes, documentation, and workflow statuses promptly.
• Coordinate closely with Operations, Compliance, Legal, Vendor Management, and Customer Success teams.
• Follow established procedures while maintaining exceptional service quality and professionalism.
• Ensure all communications and documentation meet company quality and compliance standards.

Call Profile

• Combination of inbound customer service and outbound vendor qualification calls
• Customer intake coordination
• Appointment scheduling and follow-up
• Professional English communication
• Fast-paced environment requiring organization, professionalism, and attention to detail

Qualifications

Required

• Native or near-native English proficiency (spoken and written).
• 2+ years of experience in customer service, appointment setting, intake coordination, vendor relations, business development, inside sales, or call center environments.
• Excellent verbal and written communication skills.
• Strong active listening and relationship-building abilities.
• Comfortable making outbound calls while confidently handling inbound inquiries.
• Strong organizational skills with excellent attention to detail.
• Experience using CRM platforms and managing multiple workflows simultaneously.
• Ability to remain calm and professional under pressure.
• Reliable high-speed internet and a professional remote work environment.

Preferred

• Experience supporting Canadian customers or vendors.
• Experience with vendor onboarding or vendor management.
• Knowledge of Canadian or U.S. government procurement, vendor registration, or compliance processes.
• Experience supporting Business-to-Government (B2G) or Business-to-Business (B2B) initiatives.
• Familiarity with procurement platforms such as Sweetspot, MERX, or similar vendor management systems.
• Background in procurement, compliance, restoration, insurance, dispatch, property management, healthcare, government contracting, or public sector services.

Education & Experience

• Bachelor’s degree in Business Administration, Public Administration, Supply Chain Management, Communications, or a related field is considered an asset.
• Minimum of 3 years of experience in customer service, vendor qualification, appointment setting, intake coordination, procurement support, business development, or related customer-facing roles.
• Experience working with government-funded projects or vendor ecosystems is a strong advantage.

Core Competencies

• Customer service excellence
• Vendor relationship management
• Consultative communication
• Active listening
• Structured intake and information gathering
• Appointment setting and follow-up
• Attention to detail
• Organization and time management
• CRM accuracy and documentation
• Problem-solving and critical thinking
• Adaptability in fast-paced environments
• Accountability and initiative

Compensation & Growth

• Competitive hourly compensation
• Clear KPIs and measurable performance expectations
• Ongoing coaching, training, and professional development

Career Growth Opportunities

• Senior Customer Success Representative
• Vendor Relations Specialist
• Business Development Specialist
• Compliance Coordinator
• Operations Support
• Team Lead
• Quality Assurance
• Training & Onboarding

What Success Looks Like

• Exceptional customer experience.
• High-quality vendor qualification and onboarding.
• Strong appointment conversion and follow-up rates.
• Accurate, complete, and timely CRM documentation.
• Efficient collaboration with cross-functional teams.
• Consistent adherence to company procedures and compliance standards.
• High productivity and responsiveness in a fast-paced environment.

Who This Role Is For

This role is ideal for professionals who enjoy helping customers, building relationships, and communicating with confidence. If you thrive in a structured, fast-paced environment and can seamlessly balance customer service, intake coordination, vendor qualification, and appointment scheduling while maintaining exceptional attention to detail, we’d love to hear from you.