Customer Care Specialist Jobs

Who we are: Amilia is more than just a tech company – we’re a close-knit community made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. We care about our work, our colleagues, and our clients!

What we do: We provide an eCommerce platform for activities and recreation. Our platform enables organizations to engage and connect with their community by making it easy to find, register, and pay for activities online.

How we do what we do: We provide all our team members with the tools and flexibility they need to succeed every day. We also put an emphasis on collaboration and encourage everyone to bring new ideas to the table, even if it’s outside of your department.

Why we do what we do: We’re not just here to sell software – we want to revolutionize the way recreation organizations leverage technology. Every Amilian is incredibly invested in our mission to disrupt the status quo and help our clients achieve great things.

What can you expect:

As a member of the Customer Care team, you will be responsible for answering and solving customers' questions while maintaining a professional and friendly attitude. The Customer Care Specialist also establishes and builds good customer relationships by providing exceptional technical support and customer experience. The Customer Care Specialist must also work well with the rest of the support team, coordinating with them to resolve customer issues. Your ultimate goal is to WOW our customers. You will need to be available to work 5 days/week (4 weekdays from 11 am to 7 pm, and on Saturday from 9 am to 5 pm).

You'll be responsible for:

• Deliver a dynamic and empathetic multichannel customer experience (phone, chat, and email).
• Become an expert on the SmartRec platform!
• Analyze customer needs and provide a suitable solution.
• Identify and share opportunities to improve our platform.
• Follow-up with clients to ensure their technical issues are resolved.
• Inform customers about new features.
• Diagnosing and solving technical problems.

Additional tasks:

• Attend product and engineering meetings/sprints to stay up to date on the product roadmap.
• Assist with shadowing, training, and helping colleagues learn about Amilia and SmartRec.
• Participate with side projects to improve the department.

What we want from you:

• Methodical, organized, and solution-oriented.
• Ability in Change Management.
• Available to work 5 days/week (4 weekdays from 11 am to 7 pm, and on Saturday from 9 am to 5 pm).
• Invested in continuous improvement and learning opportunities.
• Experience with tools like Zendesk, Intercom, Excel, Sharepoint, Outlook, Teams, Zoom webinar (an asset)
• Bilingual (French and English), spoken and written.
• Over 2 years of experience in customer service.

What you’ll get from us:

• Up to 15 hours of group volunteering paid per year;
• 25% monthly discount for STM and EXO;
• Weekly Bootcamp and Yoga classes for Amilia employees;
• Skill development opportunities through engaging workshops, training, access to Udemy, and opportunities to attend conferences;
• In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.
• Hybrid work (home-office), possibility to work anywhere in Québec and up to 3 months per year abroad;
• Group insurance (Life Insurance, Long term disability, Medical and Dental insurance, Telemedicine) for you and your family as well as an employee assistance program (EAP)
• Quarterly companywide and team bonding activities and weekly social activities to connect with your peers;
• A $750 wellness allowance per year;
• A strong work-life balance with flexible hours, a minimum of 4 weeks of paid vacations, sick and personal days, and year-round mini-Fridays;
• A group RRSP employer contribution up to 5%;
• A competitive and progressive salary;