Customer Care Specialist

Job description

Amilia is transforming the recreation and activities market with its innovative, purpose-built SaaS platform. Designed for municipalities, community centers, nonprofits, businesses, and recreation organizations, Amilia SmartRec™ streamlines operations, optimizes facility management, and simplifies program and membership management. 

Since 2009, Amilia has been on a mission to revolutionize how communities connect and participate in activities. By combining cutting-edge technology with deep industry expertise, the software empowers organizations to manage registrations, memberships, facilities, and finances more efficiently while enhancing community engagement. 

Over 1,500 organizations across 6,600 locations in North America rely on Amilia to serve 4.5 million participants and process $750M in transactions annually. 

Caring is at the core of Amilia’s culture: for customers, tailored products, and colleagues alike. Driven by an entrepreneurial spirit and a passion for innovation, this mindset shapes everything we do. 

What to expect:

As a member of the Customer Care team, you will be responsible for answering and solving customers' questions while maintaining a professional and friendly attitude. The Customer Care Specialist also establishes and builds good customer relationships by providing exceptional technical support and customer experience. The Customer Care Specialist must also work well with the rest of the support team, coordinating with them to resolve customer issues. Your ultimate goal is to WOW our customers. You will need to be available to work 5 days/week (4 weekdays from 11 am to 7 pm, and on Saturday from 9 am to 5 pm).

You’ll be responsible for:

• Deliver a dynamic and empathetic multichannel customer experience (phone, chat, and email).

• Analyze customer needs and provide a suitable solution.

• Identify and share opportunities to improve our platform.

• Diagnosing and solving technical problems.

• Follow-up with clients to ensure their technical issues are resolved.

• Inform customers about new features.

• Become an expert on the SmartRec platform! ​​

Additional tasks:

• Assist with shadowing, training, and helping colleagues learn about Amilia and SmartRec.

• Participate with side projects to improve the department.

• Attend product and engineering meetings/sprints to stay up to date on the product roadmap.

Job requirements

What we want from you:

• Over 2 years of experience in customer service.

• Bilingual (French and English), spoken and written.

• Experience with tools like Zendesk, Intercom, Excel, Sharepoint, Outlook, Teams, Zoom webinar (an asset)

• Available to work 5 days/week (4 weekdays from 11 am to 7 pm, and on Saturday from 9 am to 5 pm).

• Invested in continuous improvement and learning opportunities.

• Ability in Change Management.

• Methodical, organized, and solution-oriented.

What you’ll get from us:

• A competitive and progressive salary; 

• A group RRSP employer contribution up to 5%; 

• A group insurance for you and your family as well as an Employee Assistance Program (EAP) and telemedicine; 

• A $750 wellness allowance per year; 

• The possibility of working in the office or at home 

• A strong work-life balance: flexible hours, 4 weeks' vacation and 8 sick days yearly, and year-round mini-Fridays; 

• Skill development opportunities through engaging workshops, communities of practice, trainings, access to Udemy and opportunities to attend conferences; 

• Companywide and team bonding activities to connect with your peers throughout the year and weekly social activities to connect with your peers; 

• Weekly Bootcamp and Pilates classes for Amilians; 

• 25% discount on annual membership for STM and EXO; 

• In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks. 

Amilia is committed to the principle of equal employment opportunity and encourages applications from women, members of visible minorities and ethnic groups, Indigenous Peoples, persons with disabilities, or any other status protected by the laws or regulations of the Province of Quebec. Amilia is committed to providing a work environment free of discrimination and harassment. Amilia's strength lies in the sum of the ideas and innovations shared by its diverse and inclusive teams.

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