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Telephone Agent

2 weeks ago

Edmonton, Canada The CommAlert Group Full time

**Job Summary**

A Part-Time Telephone Agent works with our customer-driven support team to provide quality communication service to customers and clients. The Telephone Agent role will be providing support to our clients while building on our knowledge of development and interface design. This position is a flexible remote work opportunity with varying shifts to accommodate 24/7 communication services. This part-time position will require the Telephone Agent to work evening and overnight shifts.

**Duties and Responsibilities**
- Handle inbound and outbound customer contacts utilizing developed processes and procedures
- Respond appropriately to customer needs with good technical & product knowledge
- Provide thoughtful customer service to ensure client satisfaction.
- Resolve customer service problems using the utmost courtesy, politeness, and professionalism while adhering to current company policies.
- Manage work alone accounts with check-in deadlines to ensure employee safety is maintained.
- Park calls from fieldmen to Emergency Dispatcher for internal/external customers.
- Perform reception coverage for after hours and lunch.
- Work independent to ensure all tasks and communications are managed and escalated, as necessary.
- Maintain a positive and energetic demeanor in achieving goals and producing results.
- Use effective communication skills when dealing with both internal and external clients to adapt to customers on an individual level
- Complete other ad hoc projects (process improvement, best practices) as required
- Conduct any and all other duties assigned.

**Qualifications**
- Must be legally eligible to work in Canada and be at least 18 years of age.
- Must have a quiet remote workspace where distractions will be mínimal to non-existent.
- Must have a personal phone to use for work purposes (this can be a home or cellular device).
- Open availability to work a variety of shifts, primarily between 12:00 PM to 7:00 AM MST Monday through Sunday (length of shift will vary as well). There will be some evening shifts and some weekend shifts as well.
- Intermediate computer and typing skills.
- Experience and intermediate knowledge of Google Applications.
- Previous Phone Agent experience is an asset, but not required.

Casual & part-time hours: hours are going to vary from week to week. Minimum 3 hours per week max up to 40 hours depending on circumstances. On average we are looking for about 10-15 hours per week. (Coverage for sick days/backup operator/ scheduled as needed).

**Job Types**: Part-time, Casual

**Benefits**:

- Casual dress
- Extended health care
- Paid time off
- Work from home

Schedule:

- 10 hour shift
- 4 hour shift
- 8 hour shift
- Evening shift
- Holidays
- Night shift
- Weekends as needed

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 2 years (preferred)
- Telephone Agent: 1 year (preferred)
- Typing and Computer: 2 years (preferred)

Work Location: Hybrid remote in Edmonton, AB T5J 1W8

Application deadline: 2025-05-26
Expected start date: 2025-06-02