Customer Service Representative II

About us

From an office in Mississauga, Caron Wealth Management runs payment processing for property managers and HOAs. Dress is business casual, and suits come out for client meetings.

About the role

The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Mississauga, and about a third of the team works remotely from other countries. Employment is through our payroll partner in the US. Salary is paid monthly in USD. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET.

Duties

• Look up orders, accounts and shipping status in the CRM and order system.
• Notice repeat problems and report them to your team lead.
• Transfer calls to the right department with a warm handoff.
• Update customer records accurately.
• Meet targets for handle time, quality score and customer satisfaction.
• Complete required training and quality coaching sessions.
• Explain bills and payment options and take payments over the phone.
• Process returns, exchanges, refunds and address changes.

Who you are

• 5+ years of customer service, retail, hospitality or call center experience.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.
• Able to sit at a workstation and wear a headset for a full shift.
• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.

Schedule: Four 10-hour shifts, rotating weekend day

Benefits

Pay: $20.50 to $25.00/hr

• 24 days paid time off.
• Annual team retreat.
• Company laptop.
• Public holidays observed per your country.
• Health insurance through our employer-of-record partner.
• Paid parental leave.

EOE. We participate in E-Verify.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Caron Wealth Management Inc..