Customer Service Representative

Job ID
Contract ID
Hourly Pay
MPSIRHCCAENG
MPSIRHCCAENG041221
$14.00 CAD + Incentives

Job Overview

You will provide support to one of the leading providers of heating, cooling and water heater solutions to Canadian homeowners from the comfort of your home.

Job Description

On a day-to-day basis, our Work-from-Home agents are expected to participate in the following activities:

  • Provide support for a leading provider of heating, cooling and water heater solutions to Canadian homeowners.

  • Selling is a large part of being successful in this client program. Recognize opportunities
    and incorporate up-selling techniques by informing the customer of additional products and
    services that the client offers to achieve enrollments.

  • Determine the immediate customer through a "consultative style" discussion with the customer.

  • De-escalate customer situations by providing empathy, effective use of probing and listening skills, and working within client policies to provide resolutions that appropriately balance the needs of the customer and the company.

  • It is critical to listen, assist, advise, empathize, de-escalate, and negotiate with customers in a manner that creates goodwill while balancing the needs of the client with the customer. The capacity to quickly assess a given situation retains information provided, and
    make quick and accurate decisions are key skills for this role.

  • Customer Satisfaction must be a priority in each interaction. You must have an intrinsic belief that relationships are built by putting yourself "in the customer's shoes".

  • Intrapersonal relationship building must be a priority. You are required to establish and maintain positive and productive relationships with key contacts within the organization (WFP, Contractors, Service Managers, Central Administration, Other Management Teams).

  • You will be accountable for accurate and timely updating of customer accounts
    pertaining to service resolution as required. Accurate data entry skills are essential.

Equipment & Services

Computer

  • A desktop or a laptop computer​ with Windows 8.1 or Windows 10 Operating System is required.

  • If you are planning to use a Mac computer, you will be required to have Bootcamp with Windows 8.1 or Windows 10 Operating System installed.

Internet

  • A reliable hi-speed internet connection is required.

  • Your computer must be connected to the Modem / Router via Ethernet cable (also known as a Networking cable or LAN cable).

  • Wi-fi internet connection is not permitted.

 

Headset

  • For Training: A good quality USB headset with a microphone and a mute button is required. A noise-cancelling feature is recommended but not required. Normal headsets such as earbuds are not permitted.

  • For Servicing: A headset that connects to your landline phone is required. Please message us to learn more about this equipment.

 

Phone

  • A traditional phone service (Landline phone service) with Unlimited Canada wide Long Distance may be required.

  • A call center phone equipment with a compatible headset may be required. Please message us to learn more about this equipment.

  • Some business-class VoIP phone services are allowed, however some restricted VoIP services like Magic Jack, OOMA, Skype etc. are not permitted.

Please check out our page of suggested equipment.

Training

  • Training will be provided from Monday to Friday as per Eastern Standard Time.

  • There will be no training during weekends.

  • An instructor with provide training via Live Video Streaming over Internet.

Training - Phase 1 (Unpaid)

  • Start Date: Monday, April 12, 2021

  • End Date: Friday, May 14, 2021

 

Training - Phase 2 (Earn while you learn)

  • Start Date: Saturday, May 15, 2021

  • End Date: Wednesday, June 30, 2021

  • Earn while you learn
    You will be required to take calls during Phase 2 Training. This will help you implement whatever you have learnt during during Phase 1 Training. You will be provided with a dedicated support when you take calls during this phase. You will be required to get together in a team huddle / meeting to discuss the types of calls you receive and share your experience with your trainer and your peers. You will only be paid for the number of hours you take calls during Phase 2 Training.

 

Training Batch Time

  • Morning Batch: 9:00 am - 1:00 pm Eastern Standard Time (4 hours)

  • Evening Batch: 6:00 pm - 10:00 pm Eastern Standard Time (4 hours)

 

​Training Fee

  • One-time Training Fee for current opportunity is $69.00 CAD (flat fee).

  • Training Fee is non-refundable.

Servicing

  • Start Date: Thursday, July 1, 2021

  • Servicing hours are available 7 days a week round the year from 6:00 am to 12:00 am (midnight) Eastern Standard Time.

  • You will be required to book your working hours about 7 - 10 days before the actual work week.

  • Once you book your hours, you are required to work according to your booked schedule.
  • You will also have options to release your booked hours or swap it out with fellow agents within acceptable time. Details will be provided during training.

  • You must be able to communicate fluently in English.

  • A minimum of 15 hours of servicing is required per week and out of those 15 hours, a minimum of 2 hours of servicing is required on Saturday or on Sunday or a combination of both of these days. Minimum required hours may change.

Getting Paid

  • You will be paid twice a month at the rate of $14.00 CAD per hour. 

  • Your payment will be deposited to your bank account via email money transfer. We will also sent your payment receipt (in .pdf format) to your email.