Customer Experience Agent — Tier 1

About Kalkomey

Kalkomey Enterprises is the trusted guide to outdoor success. Every year, millions of people rely on our platform to gain the knowledge and confidence needed to safely explore the outdoors.

Since 1995, Kalkomey has partnered with government agencies across North America to deliver the education that powers responsible outdoor recreation. Our courses and technology platforms support certification programs used by wildlife, parks, and boating agencies while helping outdoor enthusiasts develop the skills needed to safely enjoy activities like hunting, fishing, boating, and snowmobiling.

Today, Kalkomey offers more than 360 online learning experiences supported by integrated web and mobile applications. Together, these solutions help make outdoor recreation more accessible, responsible, and safe for generations to come.

We believe education builds confidence, and confidence opens the door to the outdoors.

The Customer Experience Agent is the first point of contact for customers seeking assistance with products, services, and account inquiries. This role is responsible for delivering responsive, accurate, and empathetic support across all communication channels, including phone, email, and chat, in both English and French. The CX Agent handles routine inquiries and straightforward issue resolution, following established workflows and escalating complex cases to senior agents when appropriate.

Success in this role is built on consistency, attention to process, and a genuine commitment to a positive customer experience.

You must reside in Ottawa or Quebec, Canada.

Bilingual, French and English (fluent verbal and written proficiency required)

This role requires availability on one of the following fixed shifts:
Sunday through Thursday, or Tuesday through Saturday. Shifts include weekday evening hours

• Respond to customer inquiries via phone, email, chat, and other assigned communication channels in a timely and professional manner, in both English and French as needed.
• Resolve routine customer issues efficiently, applying established procedures and exercising sound judgment to identify the best course of action.
• Escalate complex, sensitive, or unresolved cases to Tier 2 or 3 agents or the CX Supervisor, providing complete case context to ensure a seamless handoff.
• Follow up on open cases as required to ensure full resolution and customer satisfaction.

• Maintain an up-to-date working knowledge of company products, services, policies, and support procedures.
• Apply established workflows and service standards consistently to ensure uniform, high-quality customer interactions.
• Accurately document customer interactions, issue details, and resolution outcomes in the CRM system.

• Collect and record customer feedback during interactions, capturing recurring themes and pain points accurately.
• Identify patterns in customer inquiries and share observations with the CX Supervisor to inform process and product improvements.
• Participate in team meetings, training sessions, and coaching conversations to develop skills and stay current on process changes.

• Work cooperatively with fellow agents and support staff to maintain service continuity and shared queue coverage.
• Contribute to a positive team environment by sharing knowledge, supporting colleagues, and upholding a customer-first culture.
• Liaise with other departments as directed by the CX Supervisor to resolve cross-functional customer issues.

• Meet or exceed individual key performance indicators (KPIs) including, but not limited to, response time, first-contact resolution (FCR), and customer satisfaction (CSAT).
• Maintain quality standards in all customer interactions, including accuracy, tone, and adherence to brand guidelines, in both English and French.
• Participate in quality assurance reviews and apply feedback to improve individual performance.

• Bilingual fluency in French and English, written and verbal, required.
• Ab…