[Remote] Manitoba Work@Home Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. HGS is a global leader in customer experience management, dedicated to providing exceptional experiences for clients. They are seeking a Customer Relations Associate who will engage with customers to resolve billing inquiries, address concerns, and enhance the overall customer experience through effective communication and problem-solving skills.

Responsibilities

• 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

Skills

• You're at least 18 years of age
• You must be physically living in and able to work in Canada
• 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

Benefits

• Best in class medical, dental, vision benefits (if applicable)
• Refer-A-Friend
• Employee assistance programs
• Flexible Schedule Options
• Career advancement in a fast growing organization
• People focused environment where you’ll make lifetime connections and friendships

Company Overview