Job description

Job Title: Customer Support Specialist

Location: Works remotely

Hours of Operation: 5:30am-11pm ET 7 days a week - Must have flexible availability

PT to start but will move into FT work

Job Summary:

Do you want to join a dynamic Customer Service team that promotes service excellence, strong teamwork, and a unique and fun work environment? We are looking for enthusiastic and energetic individuals who thrive in a fast-paced Call Centre environment.

Job Responsibilities:

Creating a customer focused experience

· Managing inbound calls from clients in a timely manner.

· Responding to client interactions.

· Assist clients with booking or canceling reservations.

· Responding to any questions regarding reservations.

· Providing the highest quality of client care and support.

· Actively listen to clients and assisting them appropriately.

· Operating with the highest standards of confidentiality, privacy, ethics, and discretion

· Resolve conflict with professionalism and empathy.

· Ability to de-escalate difficult calls and situations.

· Professionally represent the company.

· Identify areas for improvement which may include customer needs or concerns. Communicate these to the team as part of a commitment to customer excellence and business improvement.

· Resolve conflict with coworkers with professionalism and empathy.

· Be self-directed and motivated.

· Be self-aware and open to performance feedback.

· Follow mandatory Standard Operating Procedures (SOP’s), corporate policies and all regulatory requirements.

· Contribute to a safe, supportive, and inclusive environment.

Qualifications and Required Skills:

Mandatory

· 3 year minimum of customer service experience.

· Proficient in English verbal and written skills.

· High School Diploma or equivalent.

· Strong written and verbal communication skills.

Beneficial

· Connection to or understanding of people with disabilities and their community is an asset.

· Experience working at a contact center environment.

· Geographical understanding of the Greater Toronto Area is an asset.

· Passionate about customer service.

· Quick learner with ability to learn and retain project knowledge.

Technical Requirements

System must have at least 4GB of ram, a dual CPU, at least 10GB of hard drive space available.

Operating system must be Windows 10 or 11.

· Mac OS also accepted - must run a Virtual Machine and must have a valid copy of Windows 10 to run within that Virtual Machine. Since Virtual Machine is required, 8GB ram is needed rather than 4GB ram

· System must have working virus protection software. Antivirus software must always be up to date and regular scans must be run at minimum once per day.

Internet speed must be minimum 20 MB download and 5MB upload. High Speed Internet or Fiber Op. We cannot accept satellite internet

USB Headset or landline/ cell phone (voice message and call waiting free)

Monitor Size- Min of 17.5 Inches and 1920x 1080p resolution

Non-Technical Requirements:

• Superior communication skills (written and verbal).
• Superior Customer Service skills.
• Strong organizational and planning skills.
• Must be a self-starter.
• Strong reading and interpretation skills.
• Must be analytical - be able to analyze various options and take appropriate action.
• Strong attention to detail.
• Ability to work under pressure/deadlines.
• Must be honest and energetic.
• Patient and empathic.
• Courteous and friendly.
• Ability to de-escalate calls or situations.
• Must be able to work within a team as well as independently.
• background check required.

Job Types: Full-time, Part-time, Permanent

Schedule:

• Day shift
• Evening shift
• Night shift

Application question(s):

• What does Empathy mean to you?
• In your own words, please describe what outstanding customer service means to you and how do you achieve it?
• If you have experience working with or you have an understanding of people with disabilities, please describe it here.

Education:

• Secondary School (required)

Experience:

• Customer service: 1 year (required)

Work Location: Remote

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