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Customer Care Specialist - Waterloo

Uniserve Communications

Uniserve Communications is growing and we're looking for a full-time Customer Care Specialist for our Waterloo office. We provide the latest technologies in digital phone, high speed internet, web hosting, Cloud and data co-location services. Pride is taken in giving our business and residential customers the most personalized care possible. At Uniserve, you have the chance to work together with a great team of dedicated people who have a high level of responsibility in an exciting and challenging business. With our growth, there is potential for you to grow with us and advance your career.

Note:  Only qualified applicants eligible to legally work in Canada will be considered and contacted.  

Job Summary

The Customer Care Specialist understands the importance of customer service and is able to resolve a variety of basic technical and administrative issues. The successful applicant thrives in a fast-paced environment, is able to multi-task and adapts easily to change. We want the right fit and the best in customer service!

Tasks and Responsibilities

  • Answer phone calls and respond to email/ticket inquiries regarding new or existing services (billing, sales, customer service, etc.)
  • Provide customer support related with email, phone and internet orders
  • Web chat inquiries
  • Identify and escalate priority issues and de-escalate upset customers
  • Follow-up customer calls where necessary and keeping them updated on their account and any changes
  • Document all ordering information so it is billed correctly
  • Customer service follow up calls and surveys

Skills, Experience and Qualifications

  • Applicants must have technical aptitude, be detail-oriented, and provide a high level of accuracy in all communications
  • They must be fluent in English, able to solve problems and handle issues over the phone with courtesy and professionalism. Ability to problem solve by thinking "outside the box" is an asset
  • Minimum of one (1) year's experience within a call center as well as with ISP's, phones and connectivity is preferred
  • Minimum of one (1) year's Connectwise or other CRM experience is preferred
  • Be an ambassador for customer service

Benefits and Perks

  • Competitive Compensation Package
  • Group Benefits Plan
  • Career growth and professional development
  • Discounted internet and VOIP services
  • Work-life harmony
  • Employee social activities

Candidates must provide a cover letter with their resume stating their salary expectations and be legally authorized to work in Canada.   Only qualified candidates will be contacted.

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