Customer Care E-Services Specialist - Agent

Customer Care E-Services Specialist – Agent

Who We Are

Teranet is Canada’s leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services, government, utilities, and legal markets.

Connect. Grow. Thrive Together.

To learn more about who we are visit our website:  www.teranet.ca

About the Role

The Customer Care E-Services Specialist provides high-value service to Legal Real Estate Professionals who use our technology ensuring a positive customer experience that supports retention and growth by delivering a competitive service advantage. The successful candidate must be able to use critical thinking, knowledge of Legal Real Estate workflows, devices, and technology to ask appropriate questions and provide accurate resolutions.

Reliability is a key requirement for this role. While working from home offers flexibility, the team depends on your availability during your scheduled shifts. Shifts are 7.5 hours daily, Monday through Friday, between 8:00 AM and 6:00 PM. Flexibility to cover extended hours or adjust shifts as needed is also important.

Success in this fast-paced environment demands the ability to prioritize tasks and manage time effectively. Applicants should be capable of typing while conversing with customers.  Alongside, exceptional communication skills are essential, particularly over the phone. Clear articulation and active listening without interrupting are necessary to accurately assess customer needs. Additionally, excellent written communication skills are required for email support.

What You’ll Be Doing 

• Assisting customers across Canada with all support inquiries including software training, usage questions, billing questions, technical support, and other experience inquiries. Considering regional and product nuances when delivering support.

• Recording details of customer interactions accurately and meaningfully, gathering appropriate checklist details, and screen prints of incidents as required.

• Appling additional information for business insight reporting.

• Contributing equally to the team ensuring daily performance and service satisfaction goals are achieved in support of service level and scorecard objectives.

• Supporting other solutions as needed related to the Real Estate ecosystem including lawyers, law clerks, mortgage brokers, lenders, municipalities, real estate agents and consumers.

• Participating in business-driven activities as required (i.e. proactive outbound calls, campaigns, etc.)

• Responsible for learning and updating knowledge of our solutions and various Real Estate professional's usage of our solutions and terminology to support customers effectively.

• Contributes articles, trains, and mentors’ new agents as required.

About You

• Post-secondary education diploma in a related real estate field.

• At least 2 years of work experience in a real estate ecosystem environment (i.e. partner/customers).

• Bilingual (French) speaking is an asset.

• Experience with Real Estate Law and the process for closing Real Estate transactions or with multiple listing service technology and devices used by real estate professionals.

• Strong ability to gather relevant information, assess situations, draw conclusions, and recommend appropriate solutions.

• Ideal for candidates with a background as a Real Estate Legal Assistant, Law Clerk, Realtor, or Real Estate Office Clerk.

• You can gather appropriate details, assess and arrive at a conclusion, and recommend a solution.

• Solid understanding of property listing, sale, and registration processes in Ontario.

• Excellent verbal and written communication skills with a strong focus on customer service.

• Proficiency with computers, web, and mobile technologies to effectively support browser/app-based solutions.

Why Teranet

We may be a global innovator in electronic services and solutions who operate one of the most advanced and secure registration systems in the world, but we’re so much more than that!

Our Extraordinary People.

Together, we are passionate, driven, resourceful, and authentic. We continue to thrive because of our people and their powerful ideas, strong team spirit, ‘can-do attitude, and unwavering dedication to our business and our clients.

Growth Opportunities.

Our people are smart, ambitious, and have big career goals. We not only encourage a culture of openly talking about our career aspirations but one where we truly invest in the continuous learning, development, and growth of our people.

Our Work Environment.

Let’s face it. We spend a lot of our time working, so the atmosphere is everything! We believe in cultivating a work environment that makes our people feel comfortable, engaged, appreciated, and happy.

Company Culture & Core Values.

Our company culture and core values are the core of our identity. They define who we are, how we engage with each other and our clients, and how we conduct business every day.

What We Offer

• Market-competitive pay structure​s

• Paid Vacation & Sick Leaves

• Maternity, Parental and/or Adoption Leave Top-Up Program

• 100% Employer-Paid Health Benefit Plan ​

• Retirement Savings Plans with Employer Matching Scheme

• Ongoing Financial Wellness Seminars ​

• Corporate Discounted Programs + Wellness Program

• Employee Assistance Program (EAP) for our employees and their families!

At Teranet, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of our customers and the communities in which we live and serve.  If you require accommodation during the recruitment and selection process, please let us know and we will work with you to meet your needs.

Come As You Are.  We Like You that Way!