Customer Service Representative

Your Impact as a Customer Service Representative

As a Customer Service Representative at HGS, you'll thrive in a collaborative and engaging environment, focused on making a positive impact on people’s day. We’ll provide comprehensive training to make you an expert in your field, empowering you to confidently deliver an amazing customer experience. Your daily tasks will involve fielding customer billing inquiries, identifying unique customer needs, addressing concerns, processing payments, and exercising emotional intelligence to enhance the overall customer experience.

A Day in the Life of a Customer Service Representative

• Communicate with customers through inbound calls, addressing queries on billing, payments, existing and new services, promotional offers, and service upgrades/downgrades.
• Identify customer needs through active listening to answer questions, assist with troubleshooting, or recommend products based on their specific requirements.
• Take a consultative approach with customers experiencing service problems, taking ownership of the issue and driving its resolution.
• Utilize multiple computer systems to research products, services, common problems, and available solutions.
• Document customer needs, interactions, and outcomes in the appropriate tools or systems, including creating additional requests if issues cannot be resolved in real-time.
• Create a “WOW” factor in every interaction through exceptional communication skills, taking ownership, and ensuring speed of service.
• Participate in regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators.

Why Choose HGS?

HGS is a global leader in customer experience management, with over 18,000 employees across 9 countries. Our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people-first philosophy and extensive experience serving hundreds of the world’s leading brands, HGS is an ideal place to build your future.

Benefits of Working With HGS

• Competitive hourly pay of $17.85 with opportunities for overtime.
• Best-in-class medical, dental, and vision benefits (if applicable).
• Refer-A-Friend program.
• Employee assistance programs.
• Flexible schedule options.
• Significant career advancement opportunities within a fast-growing organization.
• A people-focused environment where you’ll build lasting connections and friendships.

What We Are Looking For

A great Customer Service Representative is a product expert and problem solver who adopts a consultative approach to issue resolution. If you are compassionate, energetic, bold, and eager to work in a customer-centric role with an incredible opportunity to positively impact people’s lives, this role is for you!

Requirements

• You must be at least 18 years of age.
• You must be physically living in and authorized to work in Canada, specifically British Columbia.
• Ability to work between 7 AM and 12 AM EST, with flexibility as business needs may change.
• At least 6 months of customer service experience and an understanding of the value of coaching and feedback.
• Experience troubleshooting issues and a commitment to owning the resolution for the customer.
• Demonstrated caring, supportive, and friendly nature in every interaction, delivered with utmost confidence and urgency.
• Computer savvy, comfortable working at a desk with multiple monitors.
• Results-oriented and comfortable providing customers with recommendations and solutions.
• Excellent English communication skills, both oral and written.
• Comfortable working from home with a suitable dedicated space and a hard-wired internet connection.

HGS is dedicated to providing an inclusive and barrier-free work environment. If you are contacted regarding a job opportunity, please advise if you require any accommodations. All accommodation-related information will be kept confidential.

You will be required to pass pre-employment tests and an interview. HGS may use automated tools or AI-assisted technologies for application screening and qualification assessment. All automated results are reviewed by human decision-makers. If you have questions or wish to request a human-only review, please contact talk2us@teamhgs.com. Personal information is handled in accordance with applicable privacy laws.

Key skills/competency

• Customer Service
• Active Listening
• Problem-Solving
• Communication Skills
• Emotional Intelligence
• Troubleshooting
• Billing Inquiries
• Payment Processing
• Computer Proficiency
• Multi-tasking