Bilingual Customer Service Representative/Contact Centre Agent Remote

SureHire Inc.; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

SureHire Inc. is seeking a bilingual (French/English) Contact Centre Agent for remote work across Canada and the US. The role handles inbound calls, bookings, and account setup with a focus on first-call resolution.

The position requires high school education, strong communication, and time management skills, with experience in customer service as an asset. Flexible shifts and office setting preferences apply.

Qualifications

• General computer skills in Word and Excel.
• Excellent time management.
• Strong interpersonal skills.
• Ability to solve problems and manage difficult people.
• Ability to build effective relationships with companies and sites.
• Capability to multi-task across appointments, calls, and tasks.
• Strong phone etiquette.
• Strong communication and listening skills.
• Call Centre/Customer Service experience is an asset.

Responsibilities

• Receive inbound calls and transfer calls, place caller on hold, forward calls or to voicemail.
• Book appointments across Canada/US in SureLink calendar and review calendars for accuracy.
• Coordinate third-party appointments with clinics and recruiters; send forms.
• Reply to online appointment requests via email or phone.
• Respond to LiveChat, text messages, or contact forms for service and bookings.
• Set up and maintain client accounts and troubleshoot SureLink functions.
• Take payment information and process transactions.
• Complete general administrative tasks as directed by management.

Skills

Time management

Interpersonal skills

Problem solving

Relationship building

Multitasking

Phone etiquette

Communication skills

Listening skills

Customer service experience

Education

High school diploma

Tools

Microsoft Word

Microsoft Excel

Job description

Job Title: Bilingual( French/English) Contact Centre AgentLocation(s): Remote (CANADA) - SureHire Corporate OfficeStatus: Full-time ; HourlyReports to: Manager, Contact Centre

Job Purpose:

To ensure quality services and accuracy in booking occupational testing across Canada and the US when necessary and perform basic account creation and maintenance in order to provide first-call resolution.

Working Conditions:

Hours: 8-hour shifts with a half-hour break, ranging between operating hours of 5:00 am - 6:00 pm(MST)

Part-time shifts may vary

Travel: No travel required

Hazards: N/A

Safety Sensitive: No

Physical Environment: Work from Home - Office setting

Dress Code: Business Casual

Job Summary & Duties:

Receive Inbound Calls:

• Transfer calls
• place caller on hold
• forward calls to the appropriate people
• and forward calls to voicemail
• Manage, resolve, or escape issues and provide customers with product/service information

Book Appointments, Review Calendars:

• Book appointments in various locations in the SureLink calendar
• Quality control – Double check recruiters, companies, and job numbers
• Book Onsite and Afterhours appointments
• Conduct Management ID

Coordinate Third-Party Appointments:

• Book appointments across Canada at independent clinics
• Communicate with clinics to ensure they have the time and necessary equipment to perform the testing
• Communicate with recruiters to confirm the details of appointments
• Send the appropriate authorization forms via email/fax to the sites

Reply to Online Appointment Requests:

• Book appointments at appropriate locations
• Email/Call companies to inform them of the appointment details

Answer All LiveChat or Text Messages or Direct Them to the Appropriate Contact:

Respond to Contact Us Forms Submitted in Relation to Customer Service and Appointment Bookings:

Account Set-Up and Maintenance:

• Perform basic account set up for Private companies who require results
• Submit requests on behalf of private clients who require full-service accounts
• Provide assistance to and troubleshoot with clients on SureLink functions

Take Payment Info and Process Transactions:

General Projects and Administrative Tasks:

• Complete tasks assigned by Manager and other departments

Job Specifications:

Education:

• High school diploma

Experience:

• Customer service and/or call center experience considered an asset

Formal Training/Certifications/Licenses:

• N/A

Required Competencies/Knowledge/Skills/Abilities:

• General computer skills: Microsoft Word and Excel
• Excellent time management skills
• Strong interpersonal skills
• Ability to problem solve and effectively deal with difficult people
• Ability to establish and maintain effective relationships with companies and collection sites
• Ability to multi-task: coordinating several appointments, phone calls, and tasks
• Strong phone etiquette
• Strong communication and listening skills
• Call Centre/Customer Service Experience is an asset

Characteristics:

• Professional demeanor
• Positive attitude with a commitment to continuous learning and improving work processes
• Effective team player