Customer Service Representative

Location: Cambridge, ON, Full-time On-site (Saturday rotation required once a month)

Language: Excellent written and spoken English communication skills are required.

Duration: 11 week contract, with high possibility of permanent

About the Opportunity

Are you passionate about helping customers find the right solutions while building lasting relationships? We are partnering with a well-established organization in the home services industry to hire a Customer Solutions Specialist who thrives in a fast-paced, customer-focused environment. In this role, you'll have the opportunity to make a meaningful impact by helping customers navigate important decisions and delivering solutions that create positive outcomes for everyone involved.

Working alongside a collaborative and supportive team, you'll engage directly with residential customers, understand their unique needs, and provide thoughtful guidance on products, services, and rental agreements. This is an excellent opportunity for someone who enjoys problem-solving, values continuous learning, and is motivated by delivering an outstanding customer experience.

What's In It for You

• Opportunity to transition into a permanent position
• Join a collaborative team that values learning, coaching, and professional development
• Build expertise across multiple home comfort product lines
• Gain experience with a recognized organization that values customer relationships and service excellence
• Work in an environment that encourages innovation, continuous improvement, and career growth

Your Responsibilities

• You'll connect with customers who are considering ending their rental agreements, listening carefully to understand their concerns and identify the best path forward.
• You'll educate customers on available programs, products, rental options, and agreement terms, ensuring they can make informed decisions.
• You'll develop creative and compliant retention solutions that balance customer needs with company policies and contractual obligations.
• You'll support customers with equipment replacements or product conversions, ensuring a seamless experience and accurate documentation.
• You'll manage customer interactions with professionalism, empathy, and attention to detail while maintaining accurate records across multiple systems.
• You'll continuously build your knowledge of water heaters, HVAC, water purification, and smart home solutions to provide confident, informed support.

Skills and Qualifications

• 2+ years of customer service, customer retention, call centre, or related experience
• Strong written and verbal English communication skills with the ability to explain complex information clearly
• Demonstrated critical thinking and problem-solving skills in a customer-focused environment
• Excellent attention to detail with a commitment to accuracy and compliance
• Proven ability to manage multiple systems simultaneously, including Microsoft Office Suite, Adobe PDF, and multiple software applications across dual screens
• Customer-first mindset with strong interpersonal skills and a professional, empathetic approach
• Adaptable, coachable, and committed to continuous learning and personal growth

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