Customer Service Representative II

Customers order through counter sales, outside reps and our online portal. The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. Our team is spread across 17 countries. Headquarters is in Mississauga. This is a full-time remote role. We use an employer of record in Mexico, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time.

• Escalate complaints that need a supervisor or another department
• Process returns, exchanges, refunds and address changes
• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud

Minimum qualifications:

• 5-7 years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)

Schedule: Monday to Friday, 8:00 AM to 4:30 PM.

We offer wellness allowance, flexible hours, performance bonus, monthly internet allowance, paid sick days, two weeks of paid leave at year end and annual team retreat.

Only shortlisted candidates will be contacted.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Prairie Distribution.