Customer Support Specialist 

Line One

Customer Support Specialist 

Job Description

Job Title: Customer Support Specialist

Location: Works remotely

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 10GB of hard drive space available.
  • Operating system must be Windows 10.
  • Mac OS also accepted – must run a Virtual Machine and must have a valid copy of Windows 10 to run within that Virtual Machine. Since Virtual Machine is required, 8GB ram is needed rather than 4GB ram
  • 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 5MB upload. High Speed Internet or Fiber Op. We cannot accept satellite internet
  • USB Headset or landline/ cell phone (voice message and call waiting free)

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.
  • Must be able to work within a team as well as independently.
  • Background check required.

Resumes can be sent to careers@lineone.ca