Customer Support Specialist

Job Title: Customer Support Specialist

Location: Works remotely

Hours of Operation: 530am-11pm ET -7 days a week. Must have flexible open availability and be able to work between 30-40 hours a week.

Job Summary:

We are seeking a compassionate and detail-oriented Customer Support Specialist to join our remote team. In this role, you'll be the first point of contact for members of the public calling to arrange transit service reservations. You'll assist callers in navigating schedules, understanding service options, and completing new bookings, as well as managing changes and cancellations—ensuring a seamless, respectful, and supportive experience.

Key responsibilities include answering incoming calls, guiding customers through the reservation and modification process, verifying ride eligibility, inputting information accurately into the system, and resolving inquiries or escalations with professionalism. You'll play a vital role in supporting accessible transportation in the community while working from the comfort of your home.

This position is ideal for someone with excellent communication skills, a calm and patient demeanor, and a passion for helping others access essential services.

Job Responsibilities:

• Creating a customer focused experience
• Managing inbound calls from clients in a timely manner.
• Responding to client interactions.
• Assist clients with booking or canceling reservations.
• Responding to any questions regarding reservations.
• Providing the highest quality of client care and support.
• Actively listen to clients and assisting them appropriately.
• Operating with the highest standards of confidentiality, privacy, ethics, and discretion
• Resolve conflict with professionalism and empathy.
• Ability to de-escalate difficult calls and situations.
• Professionally represent the company.
• Identify areas for improvement which may include customer needs or concerns. Communicate these to the team as part of a commitment to customer excellence and business improvement.
• Resolve conflict with coworkers with professionalism and empathy.
• Be self-directed and motivated.
• Be self-aware and open to performance feedback.
• Follow mandatory Standard Operating Procedures (SOP's), corporate policies and all regulatory requirements.
• Contribute to a safe, supportive, and inclusive environment.

Qualifications and Required Skills:

Mandatory

• 3 year minimum of customer service experience.
• Proficient in English verbal and written skills.
• High School Diploma or equivalent.
• Strong communication skills.

Beneficial

• Connection to or understanding of people with disabilities and their community is an asset.
• Experience working at a contact center environment.
• Geographical understanding of the Greater Toronto Area is an asset.
• Passionate about customer service.
• Quick learner with ability to learn and retain project knowledge.

Technical Requirements

• System must have at least 4GB of ram, a dual CPU, at least 20GB of hard drive space available.
• Operating system must be Windows 11.
• System must have working virus protection software. Antivirus software must always be up to date and regular scans must be run at minimum once per day.
• Internet speed must be minimum 20 MB download and 10MB upload. High Speed Internet or Fiber Op. We cannot accept satellite internet
• USB Headset
• Smartphone for dual authentication purposes
• Monitor Size- Min of 17.5 Inches and 1920x 1080p resolution

Non-Technical Requirements:

• Superior communication skills (written and verbal).
• Superior Customer Service skills.
• Strong organizational and planning skills.
• Must be a self-starter.
• Strong reading and interpretation skills.
• Must be analytical - be able to analyze various options and take appropriate action.
• Strong attention to detail.
• Ability to work under pressure/deadlines.
• Must be honest and energetic.
• Patient and empathic.
• Courteous and friendly.
• Ability to de-escalate calls or situations.
• Ability to remain calm in stressful situations.
• Maintain composure and professional during difficult calls.
• Must be able to work within a team as well as independently.
• background check required.

Job Types: Full-time, Permanent

Schedule:

• Afternoon shift
• Evening shift
• Night shift
• Weekend shifts

Application question(s) Please Answer Below:

• What does Empathy mean to you?
• In your own words, please describe what outstanding customer service means to you and how do you achieve it?
• If you have experience working with or you have an understanding of people with disabilities, please describe it here.

Education:

• Secondary School (required)

Experience:

• Customer service: 3 years (required)

Work Location: Remote