Tier 1 Customer Service Representative, Contract

Summary:
As a Seasonal Tier 1 Customer Service Representative, you will support customers with a variety of enquiries via calls,
tickets, and chat during our busiest season. You will be responsible for providing helpful information, answering
questions, supporting Tier 1 level technical troubleshooting or set-up processes, creating orders, and responding to
complaints.
You help ensure long term customer loyalty and satisfaction by positively representing company products and
services while working to meet or exceed service level metrics.
The role reports to the local office Customer Care Manager.
Key Responsibilities:

• Respond to customer inquiries in a Tier 1 capacity within a mobile satellite/wireless/messaging (voice & data)

call center environment.

• Handle and resolve customer requests related to general inquiries, billing, order placement, account
• Promptly address questions and issues utilizing phone queues, ticketing/email support, online chat
• Assist in monitoring/engaging social media followers. Respond to online customer reviews and feedback.

changes, sales, and technical support.

• Maintain a working knowledge of company products and services. Opportunity to specialize in certain

products and services will exist and is encouraged.

• Meet monthly Call Center SLAs, Productivity targets and Quality standards.
• Maintain effective and harmonious working relationships with peers and other company staff.
• Stay updated on all operational systems, processes, and procedures, as well as company policies.
• Ensure a positive, accurate and professional customer experience.
• Attend and participate in company events and team meetings.
• Promote company products, features and benefits through consultative customer qualification.
• Stay informed of all new products and services within the company and industry.

Qualifications & Skills:

• Comfortable working with wireless technology in a mobile satellite/wireless/messaging world. Natural

aptitude for technology. Skillful, knowledgeable, and driven to learn more about the satellite
communications industry.

• Occasional after hours and stat holiday support may be required as business needs fluctuate.
• Post-secondary diploma or equivalent experience required.
• Excellent time management and organizational skills. Able to work with minimal supervision. Adaptable to
• Resourceful and self-reliant with strong analytical, problem-assessment and problems-solving skills.
• Able to handle difficult customer situations and arrive at a positive resolution.
• Minimum 2-3 years in a Customer Service-related position.
• Strong communication skills. Conversational and Personable.

new workflow and changing environments.

• Enthusiastic and self-driven. A team player who looks to contribute to several areas within the day-to-day

operations and exceed normal job expectations.

• Fluency in other languages considered an asset.
• Strong working knowledge of Microsoft Office suite. Excellent computer and website navigation skills.

Candidates may be located anywhere within Canada, so long as they are able to make their scheduled shifts. Shifts will be 9am-5pm EDT.
What we offer:

• Remote Position
• Competitive Base Salary
• Contract position with possibility of converting to permanent. Based on the needs of the company.