Online Billing and Support Agent – Seasonal Contract

Job Description:

  • Support Customers, Stores and Customer Service via telephone, live chat, and email with account and order concerns and general inquiries
  • Recover failed settlements
  • Resolve billing inquiries, including invoice requests, chargebacks, refunds and adjustments
  • Resolve customer and order-related problems, escalating issues, bugs and concerns to appropriate channels
  • Provide phone and email support to Customers, Stores and the Customer Service Team
  • Investigate late orders using various tools and applications
  • Work with internal departments and external vendors on product updates and estimated shipping timeframes
  • Follow through on assigned tasks efficiently, accurately and with high quality
  • Advocate for customers in decision-making and design processes
  • Identify and anticipate customer expectations and needs
  • Identify areas for improvement, diagnose issues and work to resolve them
  • Collaborate cross-departmentally and share technical knowledge
  • Report to the Manager, Customer Service

Requirements:

  • Secondary School Diploma
  • 2+ years Customer Service Experience
  • Employment is contingent upon the successful completion of a credit check
  • Excellent communication skills, both verbal and written
  • Strong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities
  • Able to handle stressful situations involving irate customer escalations
  • Knowledge of Excel
  • Works well independently with minimal supervision
  • Detail oriented, with an emphasis on accuracy and quality
  • Call Centre experience an asset
  • Flexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays)

Benefits:

  • Employees can work remotely
  • Flexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays)
  • Diversity, Equity, Inclusion, and Accessibility commitments
  • Recruitment accommodation available upon request
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