Seasonal Live Services Agent

Accountabilities:

• • Serve as the primary point of contact for customers by phone, addressing their questions and needs from initial interaction through resolution while maintaining an empathetic and supportive approach.
  • Explain scheduling options, available services, membership benefits, and relevant opportunities clearly and accurately.
  • Investigate customer concerns and develop creative solutions by leveraging available service partners and resources.
  • Guide customers through potential solutions, recommend the best fit for their needs, book services, and follow up to help ensure completion and satisfaction.
  • Build lasting customer relationships through active listening, clear communication, trust, and a consistently customer-first approach.
  • Meet established performance targets, including contact rates, bookings, memberships, and other key performance indicators.
  • Advocate for customers and members by keeping their needs and best interests at the center of every interaction.
  • Use internal administrative and CRM tools effectively to manage customer interactions and service information.
  • Collaborate closely with the Live Services team and contribute to a positive, knowledge-sharing environment.
  • Train and mentor new team members when required, helping reinforce customer-centric practices and service standards.

  Requirements

  • Proven experience in customer support, client service, or another direct customer-facing role.
  • Strong communication skills across phone and email, including active listening, professional grammar and spelling, and effective typing skills.
  • Familiarity with CRM systems, customer service practices, and internal administrative platforms.
  • Strong problem-solving and troubleshooting abilities, with the curiosity to investigate and find answers when information is incomplete.
  • Customer-oriented mindset with patience, empathy, adaptability, and the ability to communicate effectively with different personalities.
  • Ability to multitask, prioritize competing demands, manage time effectively, and maintain quality in a fast-paced environment.
  • Self-motivated and proactive approach, with a willingness to take initiative and continuously improve both individual and team performance.
  • Ability to work collaboratively while also taking ownership of customer issues through to completion.
  • Comfort working in a dynamic, evolving environment and contributing to the development of new customer experiences.
  • Experience in the home services industry is considered an advantage.
  • Ability to work a three-month seasonal contract from the start date.
  • Flexibility to complete full-time training during the first three weeks, scheduled from 9:00 AM to 5:30 PM EST, before transitioning to a part-time or full-time schedule.
  • Availability for morning, daytime, and evening shifts, with weekend and holiday availability required.

  Benefits

  • Compensation: Expected hourly rate of CAD $19.70–$24.13, depending on factors such as qualifications, experience, skills, location, and business needs.
  • Work arrangement: Fully remote, work-from-home opportunity.
  • Schedule flexibility: Part-time schedules of approximately 20–29 hours per week or full-time schedules of approximately 32–40 hours per week.
  • Health & wellness: Company-paid medical, dental, and vision coverage for eligible employees and dependents.
  • Retirement: RSP matching program.
  • Employee assistance: Access to an employee assistance program and wellness resources.
  • Professional development: Comprehensive onboarding, learning opportunities, leadership training, and career development programs.
  • Recognition: Employee recognition initiatives, peer-nominated awards, and rewards for strong performance.
  • Family support: Parental leave and additional family-oriented benefits, including adoption reimbursement and maternity support.
  • Financial wellness: Access to financial planning tools and additional resources supporting employees through different stages of life.
  • Inclusive workplace: A culture that values individuality, diverse perspectives, accessibility, and equal opportunity.
  • Contract flexibility: Seasonal three-month assignment with both part-time and full-time scheduling options.