Hybrid Customer Service Representative

at Angi

• Job title: Customer Service Representative
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$60,000 - CA$70,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Toronto, Canada

About the role

• Customer Service Representative assisting homeowners and pros at Angi. Resolve issues through various channels while supporting customers in a hybrid work environment.

Responsibilities

• Acknowledge and answer customer requests coming from various channels (email, contact form, phone calls, etc.)
• Handle back-office activities that may result in outbound calls
• Make outgoing calls in order to promote our product, ensure customers are successful, and collect feedback to support the company strategy
• Maintain customer records through our CRM system
• Deliver against company objectives, policies and deadlines
• Provide input to improve the efficiency, speed and quality of processes
• Promote and embody the company’s core values and policies

Requirements

• 3+ years experience in a customer service environment handling emails, inbound calls and outbound calls
• 2+ years of experience with handling and deescalating tough customer service calls using empathy and professionalism
• High level of comfort using technology
• Ability to work from our Toronto office (49 Spadina Avenue) on Tuesdays and Wednesdays
• Experience excelling in fast-paced, continuously evolving work environments is preferred
• Experience with CRM systems, specifically Salesforce, is a plus
• Excellent communication skills, both written and verbal in English
• Ability to maintain a positive, empathetic, and professional attitude toward customers at all times
• Strong active listening skills
• A positive attitude and desire to learn

Benefits

• Company equity program
• Hybrid work environment (2 days a week in office)
• Work/life balance (this role is Monday through Friday)
• Comprehensive Health Benefits: Coverage for medical, dental, vision, travel, and mental health, plus a health spending account to cover additional wellness needs.
• Group RRSP/DPSP: Employer Match after 6 months of service towards our DPSP plan.
• Monthly hybrid and commuter allowances
• Monthly office events
• Technical equipment (i.e. laptop) provided