Customer Service Representative

Job ID
Contract ID
Category
Hourly Pay
MPSIARACAENGCMP
MPSIARACAENGCMP062121
Customer Service
$16.00 CAD

Job Overview

You will provide emergency roadside assistance to customers in their time of need and help them get back on the road.

Job Description

On a day-to-day basis, you are expected to participate in the following activities:

  • Provide emergency roadside assistance to customers. This includes assisting them with situations such as:

    • A vehicle that won't start

    • Flat tire(s)

    • Keys locked inside a car

    • Vehicle out of gas

    • Vehicle in an accident etc.

  • Place outbound calls to list of client’s service providers to secure appropriate towing assistance to resolve the customer’s needs.

  • Possible outbound calls to client, client’s customers and/or client account representatives for status and clarification purposes.

  • Transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives

  • Coordinate with client’s service providers and possible follow-up calls for clarification and/or additional calls for secondary service.

  • Probe to identify the need of the customer based on vehicle inoperable situation.

  • Identify the customer’s location using Google Maps and other client tools.

  • Provide policy coverage details based on the specific client program.

  • Secure a Service Provider to assist the customer, based on the parameters of the policy’s program.

  • Provide status updates to customers calling after the initial request for assistance was processed.

Equipment & Services

Computer

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

  • The computer must have an Intel Core-i5 / AMD Phenom X2 class or higher processor.

  • The computer must have a minimum of 4GB RAM.

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

  • 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.

USB Drive

  • A USB drive with a minimum storage capacity of 8GB

Please check out our page of suggested equipment.

Training

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

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

Training - Phase 1 (Unpaid)

  • Start Date: Tuesday, July 6, 2021

  • End Date: Thursday, July 16, 2021

  • Depending on the requirement, additional training may be scheduled on Saturday, July 17 and Sunday, July 18

Training - Phase 2 (Earn while you learn)

  • Start Date: Friday, July 19, 2021

  • End Date: Thursday, August 2, 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 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

Pick one of the two batches mentioned below:

  • 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 $49.00 CAD (flat amount).

  • Training Fee is non-refundable.

Servicing

  • Start Date: Friday, August 3, 2021

  • Servicing hours are available 24 hours a day, 4 days a week (Sundays,  Mondays, Fridays and Saturdays) and round the year.

  • 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. It is very critical to ensure that your compliance is greater or equal to 90%. This means that, you are required to work a minimum of 90% of your scheduled time. Failing to sustain minimum of 90% compliance rate will lead to termination without any exception.
  • 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 from Friday to Monday and out of those 15 hours, a minimum of 5 hours of servicing is required on Sunday and Saturday or a combination of both of these days. Minimum required hours and the mandatory days of service may change depending on client requirement.

Getting Paid

  • You will be paid twice a month at the rate of $16.00 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.