Customer Service Representative in Waterloo office

Job Description

Your Impact: As a Customer Service Representative, 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 inquiries, identify the unique needs of each customer, match customers with services that meet their needs, exercise emotional intelligence and 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 chats that have questions about services available to them. This covers a wide spectrum of services such as online ticket transactions, account set ups, trip planning, service disruptions, fare and station and policy information.
• Identify customer needs through active listening to answer questions, assist with troubleshooting and make recommendations based on the customers need.
• Process refunds, explain charges and help customers to navigate self-service options.
• Take a consultative approach with customers who are experiencing issues or have questions by owning the issue and resolution.
• Use multiple computer applications to research products, services, common problems and solutions offered.
• 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 regularly 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 customer 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!

• $17.20 starting pay plus potential overtime opportunities
• Best in class medical, dental, vision benefits
• Employee assistance programs
• Flexible Schedule Options
• Career advancement inside a 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 Service 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 role! To be successful, you’ll need these qualities

Requirements

• You must be physically able to work in the Waterloo, ON office and live within 45 minutes (commuting distance)
  
  

You’re at least 18 years of age

• You have a High School Diploma or equivalent
• You have excellent verbal communication skills which includes speaking clearly, enunciating and asking follow up questions
• You have excellent written communication skills which includes full sentences with proper grammar & punctuation
• You can work between the hours of 6:00 AM to 10:00 PM EST but have some flexibility as business needs may change
• You have at least 6 months of customer interaction experience and you understand the value of coaching / feedback
• You have at least 6 months of chat experience including messaging applications or online chat platforms
• You have experience with social media platforms for example (Instagram, Twitter, Tik Tok)
• You have experience writing emails
• 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 computer applications and screens
• You’re results oriented and comfortable providing customers with recommendations and solutions
• You have excellent time management skills and a reliable attendance history
  
  

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.