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.

You will be required to pass preemployment tests and an interview

How to Apply:

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