Line One is Looking For Customer Support Specialist at Remote Full Time

Job Title: Customer Support Specialist

Location: Works remotely

Hours of Operation: 5:30am-11pm ET 7 days a week – Must have flexible availability

Job Summary:

Do you want to join a dynamic Customer Service team that promotes service excellence, strong teamwork, and a unique and fun work environment? We are looking for enthusiastic and energetic individuals who thrive in a fast-paced Call Centre environment.

Job Responsibilities:

• Creating a customer focused experience
• Managing inbound calls from clients in a timely manner.
• Responding to client interactions.
• Assist clients with booking or canceling reservations.
• Responding to any questions regarding reservations.
• Providing the highest quality of client care and support.
• Actively listen to clients and assisting them appropriately.
• Operating with the highest standards of confidentiality, privacy, ethics, and discretion
• Resolve conflict with professionalism and empathy.
• Ability to de-escalate difficult calls and situations.
• Professionally represent the company.
• Identify areas for improvement which may include customer needs or concerns. Communicate these to the team as part of a commitment to customer excellence and business improvement.
• Resolve conflict with coworkers with professionalism and empathy.
• Be self-directed and motivated.
• Be self-aware and open to performance feedback.
• Follow mandatory Standard Operating Procedures (SOP’s), corporate policies and all regulatory requirements.
• Contribute to a safe, supportive, and inclusive environment.

Qualifications and Required Skills:

Mandatory

• 3 year minimum of customer service experience.
• Proficient in English verbal and written skills.
• High School Diploma or equivalent.
• Strong written and verbal communication skills.

Beneficial

• Connection to or understanding of people with disabilities and their community is an asset.
• Experience working at a contact center environment.
• Geographical understanding of the Greater Toronto Area is an asset.
• Passionate about customer service.
• Quick learner with ability to learn and retain project knowledge.

Technical Requirements

• System must have at least 4GB of ram, a dual CPU, at least 20GB of hard drive space available.
• Operating system must be Windows 10 or 11.
• System must have working virus protection software. Antivirus software must always be up to date and regular scans must be run at minimum once per day.
• Internet speed must be minimum 20 MB download and 10MB upload. High Speed Internet or Fiber Op. We cannot accept satellite internet
• USB Headset or landline/ cell phone (voice message and call waiting free)
• Monitor Size- Min of 17.5 Inches and 1920x 1080p resolution

Non-Technical Requirements:

• Superior communication skills (written and verbal).
• Superior Customer Service skills.
• Strong organizational and planning skills.
• Must be a self-starter.
• Strong reading and interpretation skills.
• Must be analytical – be able to analyze various options and take appropriate action.
• Strong attention to detail.
• Ability to work under pressure/deadlines.
• Must be honest and energetic.
• Patient and empathic.
• Courteous and friendly.
• Ability to de-escalate calls or situations.
• Ability to remain calm in stressful situations.
• Maintain composure and professional during difficult calls.
• Must be able to work within a team as well as independently.
• background check required.

Job Types: Permanent, Full-time

Schedule:

• Day shift
• Evening shift
• Night shift

Application question(s):

• What does Empathy mean to you?
• In your own words, please describe what outstanding customer service means to you and how do you achieve it?
• If you have experience working with or you have an understanding of people with disabilities, please describe it here.

Education:

• Secondary School (required)

Experience:

• Customer service: 3 years (required)

Work Location: Remote

Application deadline: 2023-10-28
Expected start date: 2023-11-13