Customer Service Representative on site Waterloo office

Customer Service Representative – Waterloo Office

Join to apply for the Customer Service Representative on site Waterloo office role at HGS
.

Job Description

Your Impact:
As a Customer Relations Associate, you’ll work in a collaborative and engaging environment with one goal, making a positive impact on people’s day! We’ll train you to be an expert in your field, so you can confidently deliver an amazing customer experience. You’ll field customer billing inquiries, identify the unique needs of each customer, address concerns, take payments and exercise emotional intelligence to improve the overall customer experience.

What does a day in life of a Customer Care Representative look like?

• Communicate with customers through inbound calls and chat and field queries.
• 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 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.

Why choose us?

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1,100 of the world’s leading brands, HGS is the perfect place to build your future.

Benefits

• $17.60 hourly and overtime opportunities.
• Best in class medical, dental, vision benefits.
• Refer-A-Friend bonuses.
• Employee assistance programs.
• Flexible Schedule Options.
• Career advancement in a fast growing organization.
• People focused environment where you’ll make lifetime connections and friendships.

What We Are Looking For

So what really makes a great Customer Care Representative? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you’re, empathetic, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this opportunity.

Requirements

• You’re at least 18 years of age.
• You must be physically living in and able to work in the Waterloo Ontario office.
• You can work between the hours of 6 AM and 10 PM EST, with flexibility as business needs may change.
• You have Social Media experience.
• 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.

HGS is committed to providing an inclusive and barrier‑free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

The posting is for existing vacancies. You will be required to pass pre‑employment tests and an interview.

HGS may use automated tools or AI‑assisted technologies to screen applications and assess qualifications. We use AI technologies as part of our recruitment process to help standardize screening, reduce potential human bias, and improve the accuracy and fairness of our assessments. All automated results are reviewed by human decision‑makers. If you have questions or wish to request human‑only review of your application, please contact  Personal information is handled in accordance with applicable privacy laws.

Entry level

Full‑time

Other

IT Services and IT Consulting