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Virtual Customer Service Representative

Job Number:
J1020-0349
Job Title:
Virtual Customer Service Representative
Job Type:
Permanent Full Time
Job Location:
Cornwall, ON
Department:
Customer Care
Number Of Positions:
20
Date Posted:
October 13, 2020
Closing Date:
November 6, 2020

Xplornet is now hiring Virtual Customer Service Representatives to work remotely within the Cornwall, ON region. We are looking for self-disciplined and innovative individuals with exceptional customer service and technical support skills who are looking for the opportunity to leverage these competencies while working from home. With your strong attention to detail you will work closely with your colleagues who are both in the office or at their own home to solve the challenges that our customers face. You must be an individual who can learn through multiple development channels, be able to multi-task while dealing with the stress that can be experienced in working from home. All of this is achievable through exceptional communication by you as well as the leadership team and your team members that will continue to support you.

In order to work remotely, Xplornet requires that you meet and the following criteria:
• A dedicated, private home office space in your residence and the ability to work a flexible schedule between 7:00am – 1:00am
• High-speed internet connection with download speeds of at least 10mbps installed (speed tests required)
• The ability to attend daily local on-site training for approximately 11 business days starting November 9, 2020

Key responsibilities include:

Key responsibilities include:
• Providing an excellent customer experience by responding to customer calls in a courteous, knowledgeable and professional manner
• Listening to customers and probing as appropriate to discover needs while fulfilling customer expectations in a way that also complies with policies, practices and procedures
• Providing general account, billing and technical support to our customers
• Processing service orders
• Maintaining accuracy of customer databases
• Assisting with reporting and administration
• Maintaining service levels and achieving business and performance goals and objectives

The ideal candidate will possess:

What you need to succeed:
• Post-secondary education (or an equivalent combination of training and experience) considered an asset
• Experience in a contact centre environment considered an asset
• Previous remote working experience is an asset
• Strong customer focus and a willingness to learn


• Self-motivated with a demonstrated ability to work independently and manage your time effectively
• Highly reliable with the ability to maintain regular attendance and punctuality
• A high level of accountability and trustworthiness
• Well-developed interpersonal and customer service skills
• Strong time management and organizational skills
• Ability to analyze and solve problems with strong attention to detail
• Ability to prioritize and multi-task while adapting in a fast-paced work environment
• Bilingualism (French/English) is an asset

Xplornet offers a high energy, fast paced work environment where employee opinions and feedback are valued. We offer:
• Competitive compensation package
• $2.00/hour Bilingual Premium (French/English)
• Bonus incentive opportunities up to $2,800 annually
• Excellent company benefits including health and dental
• Matched participation in group RRSP

Apply online at www.xplornet.com/careers

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplornet is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is one of Canada’s leading broadband service providers. For over a decade, Xplornet has been providing innovative broadband solutions to rural customers at work, home and play across Canada. Today, Xplornet offers voice and data communication services through its unique wireless and satellite network that connects Canadians to what matters.