Remote Customer Service (Appointment Setter)

Dealermine; Sackville; Hybrid; CAD 44,000 - 60,000; Full time

Benefits offered by this job

Performance-based bonuses

Flexible benefits

Health spending account (HSA)

Personal spending account (PSA)

Profit-sharing retirement plan

Defined contribution pension plan

Coursera access

Mentorship programs

Internal gig marketplace

Employee wellness initiatives

Employee discounts

Job summary

Moneris is seeking a Customer Service Representative III - Technical to deliver end-to-end support for the Moneris Restaurant vertical, ensuring seamless daily processing and proactive guidance.

You will own the customer journey from onboarding to resolution, collaborate with internal teams, and train junior staff. The role requires French/English bilingualism and flexibility to work across shifts in a 24/7 environment.

Qualifications

• Post-secondary diploma or degree in a technical field or related field, or equivalent experience.
• 3+ years of experience in technical support and customer service, or equivalent experience solving complex technical issues.
• Willingness to participate in professional development activities to stay current in a constantly evolving industry.
• Experience evaluating customers issues for positive end-to-end customer experience.
• Prior experience with restaurant systems is an asset (POS, order management system, software).

Responsibilities

• Deliver best-in-class customer service throughout the customer journey within the Moneris Restaurant vertical, via inbound and outbound support.
• Take ownership of customers from pilot, onboarding, technical and escalation support until resolution, partnering with internal Moneris teams.
• Build and maintain relationships within the Moneris Restaurant vertical, ensuring high levels of support and communication.
• Deliver customer education and training sessions tailored to merchant needs, organize virtual training sessions and situational coaching to junior team members.
• Identify process gaps, training, or product opportunities, providing feedback and recommendations to achieve targets and reduce costs.
• Raise product issues and recommendations for improvement to Agile Teams through Agile Channels.

Skills

Technical support experience

Customer service

Bilingual French/English

Professional development

Issue resolution

Education

Technical degree or equivalent experience

Tools

POS systems

Order management systems

Restaurant software

CRM systems

Job description

Your Moneris Career - The Opportunity

As a Customer Service Representative III - Technical, you will provide end-to-end support of the Moneris Restaurant vertical for customer's daily processing needs. You will meet overall customer service targets set by the department, offering additional advice up to and including cross-sell products and services.

Location: You will be based in our Montreal, Quebec City, Toronto or Sackville office in a Hybrid work model.

Reporting Relationship: You will report to the Team Lead, Customer Service.

Posting Type: Replacement.

Salary Range: The expected base salary range for this role is $44,200 - $60,000.

Total compensation may also include variable or discretionary incentive components, including but not limited to bonuses and commissions. Individual job offers are determined by various factors, including experience, education, skills, certifications, and other business needs.

Your Moneris Career - What you'll do

Deliver the best-in-class customer service throughout customer journey within the Moneris Restaurant vertical, via inbound and outbound support.

Take ownership of customer from pilot, onboarding, technical and escalation support until resolution, partnering with internal Moneris teams.

Build and maintain relationships within the Moneris Restaurant vertical, ensuring highest level of support and communication following our service requirements.

Deliver customer education and training sessions tailored to merchant needs, organize virtual training sessions and situational coaching to junior team members.

Identify process gaps, training, or product opportunities, providing application and software user feedback, process improvements and recommendations to achieve departmental targets and reducing costs.

Raise product issues and recommendations for improvement to appropriate Agile Teams through Agile Channels.

Your Moneris Career - What you bring

Post-secondary diploma or degree in a technical field, or a related field or equivalent experience.

3+ years of experience in technical support and customer service, or equivalent experience solving complex technical issues.

Willingness to participate in professional development activities to stay current on industry knowledge in a constantly evolving industry.

Experience evaluating customers issues for positive end-to-end customer experience.

Prior experience with restaurant systems is an asset (POS, order management system, software).

Bilingual in French and English (reading, writing and verbal) is required.

Work on different shifts in a 24/7 environment.

Your Moneris Career - What you get

At Moneris, we believe in empowering you to succeed—personally and professionally. As part of our team, you'll have access to resources, opportunities, and an inclusive environment that supports your development and career.

Comprehensive Total Rewards Program, including performance-based bonuses, flexible benefits starting from day one, and your choice of a health spending account (HSA) or personal spending account (PSA).

Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan.

Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace.

Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives.

Recognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts.