Work@Home Customer Service Representative

HGS; Ontario; Remote; CAD 30,000 - 60,000; Full time

Job summary

A leading company in customer experience management is seeking a Customer Relations Associate to provide exceptional service and support. The role involves handling customer inquiries, troubleshooting issues, and ensuring a positive experience. With a focus on career growth and a supportive environment, this position offers a competitive hourly wage and flexible scheduling options.

Benefits

Employee assistance programs

Flexible scheduling options

Career growth opportunities

Qualifications

• Minimum of 6 months customer service experience.
• Excellent English communication skills, both oral and written.
• Computer savvy and comfortable with multiple monitors.

Responsibilities

• Handle customer billing inquiries and address concerns.
• Communicate with customers through inbound calls.
• Document customer interactions and outcomes accurately.

Skills

Customer service experience

Problem-solving

Communication

Active listening

Results-oriented

Job description

Your Impact : As a Customer Relations Associate, you’ll work in a collaborative and engaging environment with the goal of making a positive impact on people’s day! We’ll train you to become an expert in your field, enabling you to confidently deliver an exceptional customer experience. You’ll handle customer billing inquiries, identify individual needs, address concerns, process payments, and exercise emotional intelligence to enhance the overall experience.

What does a typical day look like for a Customer Care Representative?

1. Communicate with customers through inbound calls, addressing queries related to billing, payments, services, promotional offers, and service modifications.
2. Identify customer needs through active listening to answer questions, troubleshoot issues, or recommend products based on customer requirements.
3. Adopt a consultative approach to resolve service problems by owning the issue and its resolution.
4. Utilize multiple computer systems to research products, services, common problems, and solutions.
5. Document customer interactions, needs, and outcomes accurately, and create additional requests if issues cannot be resolved immediately.
6. Create a "WOW" factor in every interaction through excellent communication, ownership, and prompt service.
7. Participate in regular 1:1 coaching sessions with your supervisor to meet key performance indicators.

Why choose us?

HGS is a global leader in customer experience management, with over 44,000 employees across 7 countries. Our mission is to enhance our clients’ competitiveness by providing exceptional experiences. With a people-first philosophy and partnerships with over 900 leading brands, HGS is an ideal place to build your career. Benefits include:

• $18.20 hourly rate plus overtime opportunities
• Employee assistance programs
• Flexible scheduling options
• Career growth in a rapidly expanding organization
• A people-focused environment fostering lifelong connections and friendships

What we are looking for :

We seek a product expert and problem solver who adopts a consultative approach to resolving issues. If you are compassionate, energetic, bold, and eager to work in a customer-centric role where you can make a real impact, this is your opportunity! Please note: This position does not qualify for the Atlantic Immigration Pilot Program or the Provincial Nominee Program as it is a work-from-home role.

Minimum requirements:

• At least 18 years old
• Availability to work between 7 AM and 12 AM EST, with flexibility for business needs
• Minimum of 6 months customer service experience and openness to coaching/feedback
• Experience troubleshooting issues and owning resolutions
• Caring, supportive, friendly, confident, and urgent in interactions
• Computer savvy, comfortable with multiple monitors and sitting at a desk
• Results-oriented with the ability to recommend solutions
• Excellent English communication skills, both oral and written
• Suitable home workspace with a wired internet connection