Customer Support Specialist

4 months ago


Etobicoke, Canada NRG Home Services Full time

**Job Title**: Customer Support Specialist

**Company**: NRG Canada

**Employment Type**: Full-time (On-Site)

**Salary**: $19 per hour

**Schedule**:Monday - Friday: 9:00AM - 5:00PM, 11:00AM - 7:00PM, or 12:00 PM - 8:00 PM _(with flexibility of evenings and weekends)_

**Please note this is not a remote position**

**Company Overview**:
NRG Canada's among Canada's fastest-growing companies, dedicated to providing residential homeowners with cutting-edge Smart Home and HVAC products, along with 24/7 equipment protection. We are looking for a passionate and customer-centric individual to join our team as a _**Customer Support Specialist **_for the Customer Service Department.

You will be a vital part of our commitment to delivering exceptional customer experiences. You will address customer inquiries, maintain accurate records, and provide effective resolutions to various customer concerns related to home services and energy-related inquiries.

**Key Responsibilities**:
1. To directly resolve complaints coming from our financial institution

2. Coordinate with cross-departments internally to take updates on the customers file.

3. Contacting our customers in regards to legal matters and resolving them before it escalates further.

4. Work across the organization and collaborate with the operations team to develop and execute cancel-save strategies

5. Negotiating with customers to retain business

6. Communicating with customers and sales representatives

7. Maintaining proper timelines and restoring expectations.

8. Assist any walk-in customers with any outstanding queries.

9. Assisting our legal department with any documents and information needed to resolve and retain customers.

**Key Competencies**:

- Ability to communicate in a professional and approachable manner
- Ability to take the initiative to resolve customer concerns above the expected solution without compromising business objectives
- Critical thinking and problem-solving skills dealing with individual and unique customer needs
- Exceptional communication, both written and verbal in English
- Ownership of the customer experience journey
- Ability to learn new information and systems quickly with a proven ability to multitask
- Proven ability to process high volumes of work with accuracy and attention to detail
- Passionate to succeed and dedicated to supporting the team

**Experience**:

- Completion of high school diploma or equivalent
- At least 1 year of customer service experience preferably with high rate customers
- Professional experience in determining customer needs and presenting solutions
- Previous experience in a call center an asset
- Post-secondary education an asset

**BEHAVIORAL EXPECTATIONS**:
Expected to role model the behaviors associated with our values, must be trustworthy, assertive and Pioneering. Be a team player and be resourceful in finding ways to improve customer service training programs and streamline processes for future efforts, promoting efficiency of resources and business practices.

**Why join NRG Canada?**
- Competitive hourly wage.
- Full-time, on-site position with parking included.
- Convenient location right across Islington Subway Station for easy TTC commute.
- Opportunity to work with a dynamic and rapidly growing company.
- A supportive and professional work environment.
- applicants with disabilities throughout the recruitment process._
- We thank all applicants for their interest, however, only those selected for an interview will be contacted_.

Pay: $21.00 per hour

Expected hours: 40 - 44 per week

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Night shift
- Weekends as needed

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (required)
- Customer service: 1 year (required)

Work Location: In person


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