Customer Support Specialist (Remote)

Customer Support Specialist (Remote)

Location: Remote

Hours of Operation: 5:30 a.m.–11:00 p.m. ET, 7 days a week

Availability: Flexible, must be able to work 32–40 hours per week

About the Role

We’re seeking a compassionate, reliable, and skilled Customer Support Specialist to join our remote team. This is a fast‑paced call centre environment where you will be the first point of contact for members of the public booking accessible transit services. You’ll guide callers through schedules, service options, new reservations, changes, and cancellations—ensuring every interaction is respectful, supportive, and efficient.

Success in this role requires exceptional soft skills, especially when handling difficult or emotionally charged calls. You must be comfortable staying calm under pressure, applying empathy, and navigating challenging conversations with professionalism. We are also looking for individuals who are dependable, consistent, and open to receiving performance feedback as part of ongoing development.

Key Responsibilities

• Deliver a consistently customer‑focused experience in a fast‑paced call centre environment
• Manage high volumes of inbound calls in a timely and professional manner
• Assist customers with booking, modifying, or cancelling reservations
• Answer questions related to transit services and eligibility
• Provide high‑quality care, support, and problem resolution
• Apply strong soft skills—active listening, empathy, patience—especially during difficult calls
• Maintain strict confidentiality, privacy, and ethical standards
• De‑escalate challenging situations with calmness and professionalism
• Represent the company with courtesy, integrity, and respect
• Identify and communicate opportunities for service or process improvement
• Collaborate effectively with colleagues and resolve conflict respectfully
• Work independently with strong self‑motivation and reliability
• Be open to coaching and performance feedback as part of continuous improvement
• Follow all Standard Operating Procedures (SOPs), policies, and regulatory requirements
• Contribute to a safe, inclusive, and supportive team environment

Qualifications

Mandatory

• Minimum 3 years of customer service experience, ideally in a fast‑paced environment
• Strong verbal and written communication skills in English
• High School Diploma or equivalent
• Demonstrated reliability and strong attendance history
• Excellent interpersonal and soft skills

Assets

• Experience working with or understanding the needs of people with disabilities
• Previous contact centre experience
• Familiarity with the Greater Toronto Area
• Passion for customer service and community support
• Ability to learn quickly and retain detailed project knowledge

Remote Work Requirements

Computer

• Windows 11 PC
• Celeron, Pentium, or better processor
• 2.4 GHz or higher
• Minimum 2‑core CPU with 4 logical processors
• 8 GB RAM or higher
• 10 GB free space on C: Drive
• SSD required for lower‑speed processors
• Monitor: minimum 17.5", 1920×1080 resolution
• USB headset
• Smartphone for two‑factor authentication
• Antivirus software with regular scans
• Webcam for interviews, training, and meetings
• VPN use is not permitted

Internet

• Wired high‑speed connection (Ethernet required)
• Minimum 50 Mbps download / 5 Mbps upload
• Fiber or cable connection preferred

These requirements ensure secure access, system compatibility, and high call quality.

Non‑Technical Skills

• Exceptional communication and soft skills
• Strong organizational and planning abilities
• Self‑starter with excellent attention to detail
• Analytical thinker with sound judgment
• Calm, patient, and empathetic under pressure
• Professional and composed during challenging interactions
• Reliable, consistent, and accountable
• Comfortable receiving and applying performance feedback
• Able to work independently and as part of a team
• Successful completion of a background check

Job Type

• Full‑time, Permanent

Schedule

Shifts may include:

• Afternoon
• Evening
• Overnight
• Weekends

Application Questions

Please include responses to the following:

1. What does empathy mean to you?
2. In your own words, please describe what outstanding customer service means to you and how do you achieve it?
   
3. If you have experience working with or understanding people with disabilities, please describe it.