Offer summary

Qualifications:

At least 18 years of age and physically residing in Canada., Minimum of 6 months of customer service experience with a focus on coaching and feedback., Strong English communication skills, both oral and written., Comfortable working with multiple computer systems and monitors..

Key responsabilities:

Field customer inquiries related to billing, payments, and services through inbound calls.

Identify customer needs and provide solutions or product recommendations based on active listening.

Document customer interactions and outcomes in the appropriate systems.

Engage in regular coaching sessions to meet performance indicators.

Job description

Job Description

Your Impact: As a Customer Relations Associate, you’ll have the ability to work in a collaborative and engaging environment with one goal, making a positive impact on people’s day! We’ll train you to be an expert in your field, so you can confidently deliver an amazing customer experience. You’ll field customer billing inquiries, identify the unique needs of each customer, address concerns, take payments and exercise emotional intelligence to improve the overall customer experience!

So, what does a day in life of a Customer Care Representative look like?

Communicate with customers through inbound calls and field queries on billing, payments, existing and new services, promotional offers and upgrade / downgrade of services

Identify customer needs through active listening to answer questions, assist with troubleshooting or make product recommendations based on the customers need

Take a consultative approach with customers who are experiencing problems with their service by owning the issue and resolution

Use multiple computer systems to research products, services, common problems and solutions offered

Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time

Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service

Regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators

Why choose us?

HGS is a global leader in customer experience management. With more than 20,000 employees spread across 10 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving hundreds of the world’s leading brands, HGS is the perfect place to build your future!

Plus, Working With HGS Comes With Benefits Like

Wages starting at $15.00 hourly and overtime opportunities

Best in class medical, dental, vision benefits

Refer-A-Friend bonuses

Employee assistance programs

Flexible Schedule Options - a 4 Shift between the hours of 1:00 PM and 8:00 PM EST seven days per week.

Career advancement in a fast growing organization

People focused environment where you’ll make lifetime connections and friendships

What We Are Looking For

So what really makes a great Customer Care Representative? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you’re compassionate, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this opportunity!

Please note: This position does not qualify for the Atlantic Immigration Pilot Program or the Provincial Nominee Program because this is a work from home position.

Requirements

You’re at least 18 years of age

You must be physically living in and able to work in Canada

Part-time hours are minimum 20 hours per week

You can work between the hours of [7 AM and 12 AM EST], but have flexibility as business needs may change

You have at least 6 months of customer service experience and you understand the value of coaching / feedback

You have experience troubleshooting issues and understand the importance of owning the resolution for the customer

Demonstrate a caring, supportive, and friendly nature in every interaction with the upmost confidence and urgency

You’re computer savvy, comfortable sitting at a desk and working with multiple monitors

You’re results oriented and comfortable providing customers with recommendations and solutions

You have excellent English communication skills, both oral and written

You’re comfortable working from home and have a suitable space with a hard-wired internet connection

HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

You will be required to pass preemployment tests and an interview. Our initial screening does include Artificial Intelligence assessments.

Required profile