Customer Service Representative -Waterloo, ON

Customer Service Representative -Waterloo, ON

Posted:

Feb 5, 2026

Remove:

Ongoing Hiring

Job Title:

Customer Service Representative

Company:

HGS

Job Type:

Full Time

Close to Public Transit:

No

Compensation:

$17.60/hr

Duties:

• Communicate with customers through inbound calls and chat and field queries.
• Identify customer needs through active listening to answer questions, help with troubleshooting, or make product recommendations based on customer needs
• Take a consultative approach with customers who are experiencing issues with their service by taking ownership of the problem and resolution
• Use multiple computer systems to search for products, services, common problems, and available solutions
• Document customer needs, interactions, and outcomes in the appropriate tool or system, including creating additional requests if issues cannot be resolved in real-time
• Create a "WOW" factor in every interaction through exceptional communication skills, owning the interaction and speed of service
• Regular 1:1 coaching sessions with your supervisor to ensure you meet Key Performance Indicators

Skills:

• You're at least 18 years of age. You have a High School Diploma or Equivalent. You must be physically living and able to work in Waterloo, Ontario Office
• You can work between the hours of [6 AM and 10 PM EST], but have flexibility as business needs may change
• You have Social Media experience
• You have at least 6 months of customer service experience and understand the value of coaching / feedback
• You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
• Demonstrate a caring, supportive and friendly nature in every interaction with the upmost confidence and urgency
• You're computer savvy, comfortable sitting at a desk and working with multiple monitors
• You're results oriented and comfortable providing customers with recommendations and solutio
• You have excellent English communication skills, both oral and written
• You are comfortable working from home and have suitable space with a hard-wired internet connection

HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

How to Apply:

To Apply: Visit, https://www.joinhgs.com/ca/en/job/hgs-698-customer-service-representative-on-site-waterloo-office