[Remote] Nova Scotia Work@Home Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. HGS is a global leader in customer experience management, providing exceptional experiences to clients across various sectors. The Customer Relations Associate role involves engaging with customers to address billing inquiries, troubleshoot issues, and enhance the overall customer experience through effective communication and problem-solving skills.

Responsibilities

• Communicate with customers through inbound calls and field queries on billing, payments, existing and new services, promotional offers and upgrade / downgrade of services
• Identify customer needs through active listening to answer questions, assist with troubleshooting or make product recommendations based on the customers need
• Take a consultative approach with customers who are experiencing problems with their service by owning the issue and resolution
• Use multiple computer systems to research products, services, common problems and solutions offered
• Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time
• Creating a 'WOW' factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service
• Regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators

Skills

• You're at least 18 years of age
• You must be physically living in and able to work in Canada
• You can work between the hours of [7 AM and 12 AM EST], but have flexibility as business needs may change
• You have at least 6 months of customer service experience and you understand the value of coaching / feedback
• You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
• Demonstrate a caring, supportive, and friendly nature in every interaction with the upmost confidence and urgency
• You're computer savvy, comfortable sitting at a desk and working with multiple monitors
• You're results oriented and comfortable providing customers with recommendations and solutions
• You have excellent English communication skills, both oral and written
• You're comfortable working from home and have a suitable space with a hard-wired internet connection

Benefits

• Best in class medical, dental, vision benefits (if applicable)
• Refer-A-Friend
• Employee assistance programs
• Flexible Schedule Options
• Career advancement in a fast growing organization
• People focused environment where you’ll make lifetime connections and friendships

Company Overview