British Columbia @ Customer Service Representative

British Columbia Work@Home Customer Service Representative

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Job Description
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 become 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.

• 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 customer’s 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.
• Create a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service.
• Participate in regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators.

• At least 18 years of age.
• Physically living in and able to work in Canada.
• Can work between the hours of 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/feedback.
• Experience troubleshooting issues and owning the resolution for the customer.
• Demonstrate a caring, supportive, and friendly nature in every interaction with utmost confidence and urgency.
• Computer savvy, comfortable sitting at a desk and working 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 and have a suitable space with a hard‑wired internet connection.

• $17.85 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.

HGS is committed to providing an inclusive and barrier‑free work environment. 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.

You will be required to pass pre‑employment tests and an interview. HGS may use automated tools or AI‑assisted technologies to screen applications. 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.