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.

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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.

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Equipment & Services

Computer

• Please review computer requirements here.

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Screen / Monitor

• Having a dual screen / monitor setup is recommended but is not a mandatory requirement for this job opportunity.

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Wired Internet

• Please review Wired Internet requirements here.

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USB Headset

• Please review USB Headset requirements here.

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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.

• Your trainer will send you an email with pre-work requirement that will help you set up required applications and sign-in codes. You will receive this email a day or two ahead of your your training start date. Please note that you are required to complete all steps to successfully enroll in the training.

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Phase-1 Training (Unpaid Training Phase)

• Start Date: Tuesday, April 2, 2024

• End Date: Monday, April 29, 2024

• During this phase, agents will learn about the client, how to navigate systems and how to complete case management. It will require strong attention to detail, great deal of involvement and class participation.

• Agents do not get paid during Phase-1 Training. We understand you will have questions at this point. Please visit our FAQ section on Training for answers.

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Phase-2 Training (Earn while you learn)

• Start Date: Tuesday, April 30, 2024

• End Date: Monday, May 6, 2024

• During this phase, agents will apply their Phase-1 learning to live calls.

• During this phase, agents will need to service a minimum of 10 hours (20 intervals) or as instructed by the respective instructors. That means, the agents will be party in training and partly on the phone (live calls) servicing customers.

• Agents will earn the mentioned hourly pay "only" for the time spent servicing customers on phone. Agents will not be paid for the time spent in training while being "off" the phone.

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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)

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​Training Fee

• Training is free.

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​Training Attendance

• 100% attendance is required for all of our trainings.

• You will be required to pay a $20.00 CAD Class Confirmation Deposit once you enrol into a training. If you do not show up to class on the first day, you will be dropped from the class with no exceptions. The Class Confirmation Deposit of $20.00 CAD will not be refunded and you will need to enroll in a new opportunity if you wish to service a client program.

• If you miss attending the training on any other day after the first day, you will be refunded the $20.00 CAD Class Confirmation Deposit, however you will be removed from the training and the program. Kindly reach out to your instructor for any permissions about being late or missing out on any days from 2nd day until the end of training. We, at MPower Solutions do not have any empowerment to making any kind of exceptions or refunding the fees.

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Servicing

Availability of Servicing Hours

• Servicing hours are available 7 days a week from 6:00am (early morning) to 12:00pm (midnight) EST.

• Start Servicing and Earning from Tuesday, May 7, 2024.

• Availability of servicing hours may change in future.

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Servicing Requirement

• A minimum of 15 hours per week starting from Sunday to Saturday.

• Out of above mentioned 15 hours per week, 2 hours (4 intervals) must be serviced either on Sunday or on Saturday or a combination of both days.

• Servicing requirement may change in future. Minimum required hours may change in future.

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Servicing Language

• You must be able to communicate fluently in English.

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Scheduling Service Hours

• Book your working hours / intervals as soon as your schedule is released. Your instructor will share details with you when your booking schedule will be released.

• 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.

  • Lockdown Period - 48 hours period before the start of the service interval are considered as a lockdown period. Releasing scheduled hours during a lockdown period affects Compliance Adherence (CA) negatively. If your Compliance Adherence (CA) goes below 90% it may lead to termination of your contract.

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Getting Paid

• You will be paid twice a month at the rate of $16.50 CAD per hour.

• MPower Service Fee will be deducted from the total payment every pay period.

• Your payments will be deposited to your bank account via Interac e-transfer.

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How to apply for job?

To apply for the job you must be registered on Arise Platform.

• If you are already registered on Arise Platform, sign into your Arise dashboard and Apply for the job opportunity.

• If you are not already registered on Arise Platform, you can get do so by visiting and reviewing our Get Started page. Once registered, you may continue applying for the job opportunity. from your Arise dashboard.