Customer Service Representative

Job Title

Customer Service Representative

Pay Range

$45,000 – $52,000

Position type

Full-time, permanent

Vacancy Status

Vacant Position

Reports to

Customer Service Manager

Location

Ottawa, must reside in the National Capital Region for some in-person work and meetings

The Customer Service Representative is the first point of contact for our EnviroCentre programs. The individual will provide important information about the programs we offer, direct people to the right programs, and complete program registration processes.

This role is more than answering phones – you will be providing information about a range of sustainability programs and helping local residents to navigate the services required to reduce their environmental impact.

The Customer Service Representative will report to the Call Centre Supervisor and will be responsible for managing customer interaction, handling client documentation, overseeing tracking and reporting, scheduling in-home energy assessments, conducting client follow-up, ensuring customer satisfaction, participating in outreach activities, and pursuing ongoing learning opportunities.

If you are a motivated, self-directed, computer savvy, familiar with the Eastern Ontario area, have a good command of English and are an adaptable problem-solver with a passion for providing customer service excellence that leads to helping people reduce their impact on the environment, this job could be for you.

This position requires availability to work five shifts per week within the call centre operating schedule, Monday through Saturday. The primary schedule for this role consists of four weekday shifts from 12:00 p.m. to 8:00 p.m. and a Saturday shift from 10:00 a.m. to 6:00 p.m.

Flexibility is required to work alternate shifts between 8:00 a.m. and 8:00 p.m., Monday through Saturday, based on operational requirements.

Key Responsibilities

• Responding to incoming calls in a timely and professional manner, following established call protocols and expected response times.

• Responding to web-based enquiries (including email and website submissions) while following response protocols and ensuring timelines are met.

• Actively listening to customers to understand their needs and directing them to the appropriate program and information resources.

• Completing client eligibility screening and the in–take process documentation accurately, following all program guidelines, confidentiality and record-keeping protocols.

• Tracking calls and the customer journey consistently in the call centre platform and the Customer Relations Management (CRM) system.

• Maintaining comprehensive and up-to-date knowledge about EnviroCentre program details, eligibility requirements, and application processes.

• Scheduling initial home energy audits, following up with clients regarding scheduled home energy audits or visits, including pre- and post-audit preparation steps.

• Conducting post-service customer satisfaction surveys to gather feedback and support ongoing service improvement.

• Communicating effectively and regularly with the Call Centre Supervisor and team to ensure smooth operations and shared awareness.

• Participating in outreach activities to support projects and programs when needed.

• Other duties as required.

Skills and Experience

• Minimum of 1 year of professional and/or volunteer experience in a related field.

• Call centre experience is a strong asset.

• Proven customer service experience is a strong asset.

• English is essential; bilingualism or multilingual ability is a strong asset.

• Proficiency with Microsoft Office Suite is essential.

• Familiarity with Hot2000 software and energy assessment processes is an asset.

• Strong verbal, written, and interpersonal communication skills.

• Adaptability, active listening, and problem-solving skills, with a demonstrated commitment to client service excellence.

• Excellent time management skills and the ability to manage multiple tasks simultaneously with strong attention to detail.

• A general understanding of sustainability and environmental issues, with a commitment to ongoing learning and professional development.

• Self-motivated and able to work both independently and collaboratively as part of a team.

Note : We do not use artificial intelligence (AI) tools for screening and evaluation of applications for this position.

Working Conditions

• EnviroCentre is a virtual workplace and will provide the necessary technology and IT support.

• Frequent computer use.

• Extensive phone use (headset provided)

• Occasional evening or weekend work

In addition to competitive pay, we offer

• 35-hour work week and the ability to work flexible hours.

• A virtual workplace that supports work-life flexibility, combined with in-person events, occasional in-person group meetings, and the opportunity to use a coworking space in downtown Ottawa or another convenient location.

• Starting 3 weeks of paid vacation per year

• Retirement Savings Plans (RRSP) with company contribution equivalent to up to 5% of your base salary per year

• Health, dental, and wellness coverage for you and your dependents

• Paid sick days and additional time off for personal and care responsibilities

• A caring, compassionate, and supportive work environment that recognizes that work is one of the many responsibilities we must prioritize in our lives

EnviroCentre is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, provincial, or municipal laws. EnviroCentre is committed to a workplace where everyone can participate safely, freely and confidently. We encourage applications from individuals who identify as BIPOC (Black, Indigenous, Peoples of Colour) and/or members of equity-seeking groups.

EnviroCentre recognizes a diversity of backgrounds and experiences. If you do not have the formal experience described but can meet the requirements of the role and are willing to learn, we encourage you to apply and make your case in your cover letter. We are interested in a diverse team, and we are willing to train the right person.

EnviroCentre is committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity, please advise us in a timely fashion of any accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

How to Apply

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications.

Application Deadline: July 10, 2026

Anticipated start date: July 2026

Important

Please send your CV and Cover Letter in one document to ***email_hidden***

Please ensure your CV file (PDF) includes your first and last name and the

reference number (Reference# EC202615)

Example: Firstname_Lastname_ EC202615.

Please also put the Reference# EC202615 in the subject line of your email.

We thank all applicants for their interest, however, only candidates selected for an interview will be contacted.