Customer Service Representative (Outbound)

Job description:

Customer Service Associate

Location: Downtown St. Catharines, ON
Work Arrangement: On-site
Employment Type: 12-Month Contract
Hourly Rate: $20 / $21.50/hour
Hours: 35–44 hours per week
Hours of Operation: 7 days a week, including holidays, 8AM- 5PM or 5:00 PM–2:00 PM EST
Scheduled hours may vary based on business requirements.

About the Role

Providing exceptional customer service is at the core of our team's goals. As a Customer Service Associate, you will support the team by assisting customers and end users, conducting outbound calls, evaluating service quality, and providing feedback on the overall customer experience.

The ideal candidate is professional, empathetic, detail-oriented, and comfortable working in a fast-paced environment while meeting daily performance targets.

Key Responsibilities

• Achieve daily performance targets and key service metrics.
• Provide high-quality customer service while maintaining strong customer satisfaction ratings.
• Handle customer inquiries efficiently and work toward timely and effective resolutions.
• Conduct outbound calls and assist end users with a variety of customer inquiries.
• Demonstrate empathy, professionalism, and a customer-focused approach during every interaction.
• Proactively ask questions to understand customer needs and identify appropriate solutions.
• Maintain an understanding of the client's business operations, processes, and team activities.
• Accurately document customer interactions and information as required.
• Communicate information and escalate issues appropriately to Team Leads, Quality Assurance, Subject Matter Experts (SMEs), and the Operations Manager.
• Maintain professional communication and positive working relationships with internal teams and client contacts.
• Manage workload effectively while maintaining accuracy, quality, and productivity.

Basic Qualifications

• Minimum 2 years of customer support or customer service experience.
• High School Diploma or equivalent.
• Strong verbal and written communication skills.
• Comfortable handling customer interactions through phone and other communication channels.

Preferred Qualifications

• Concierge, hospitality, or similar customer-facing experience is an asset.
• Comfortable with outbound calling, customer chats, and frequent customer interactions.
• Strong work ethic with personal accountability for accuracy and high-quality results.
• Excellent attention to detail.
• Strong problem-solving and organizational skills.
• Self-motivated and able to work independently with minimal supervision.
• Excellent time-management skills with the ability to proactively manage workload and performance targets.
• Ability to remain professional, patient, and empathetic when handling challenging customer situations.

Work Location: In person

Company Description

About Topnotch Employment:
Being a leading provider in the recruitment industry since 1992, Topnotch Employment provides staffing services for a wide range of positions including General Labour, Warehouse, Administrative/Office, Sales/Marketing, Accounting, IT, Clerical, and Customer Service. Our professional recruiting department has provided staff for leading organizations such as IBM, the Ontario Public Service.

Company DescriptionAbout Topnotch Employment:Being a leading provider in the recruitment industry since 1992, Topnotch Employment provides staffing services for a wide range of positions including General Labour, Warehouse, Administrative/Office, Sales/Marketing, Accounting, IT, Clerical, and Customer Service. Our professional recruiting department has provided staff for leading organizations such as IBM, the Ontario Public Service.