Customer Service Representative

• Provide inbound customer care primarily over the phone and email
• Deliver exceptional customer service and solutions for an exciting streaming service
• Resolve billing issues
• Troubleshoot errors and customer concerns
• Guide customers toward products and services that meet their entertainment needs
• Handle customer inquiries of varying types
• Build rapport with customers through active listening
• Learn new things, perform at a high level in a team environment, and creatively solve problems
• Use two-way feedback to enhance performance

• Understanding of basic computer and home networking terminology, including operating systems and routers
• Efficient and accurate typing skills of at least 30 words per minute
• Experience using a streaming player or gaming system
• Excellent verbal and written communication skills
• Strong multitasking ability
• Problem-solving and goal-oriented mindset
• Familiarity with Microsoft Office tools
• Experience in customer service and sales
• High school diploma or equivalent
• Internet access speeds of at least 2 Mbps upload and 10 Mbps download
• In-house network and hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates
• Wireless and/or satellite Internet Service Providers are not compatible with the systems
• Quiet, distraction-free, secure place to work
• Must be a resident of Canada
• Must be authorized to work in Canada

• Medical, dental and vision benefits
• Paid training
• Paid time off (PTO)
• Advancement opportunities
• Monthly company reward & recognition programs
• Employee discounts
• EAP & Health and Wellness programs
• Personal trainer dedicated to Sutherland
• Company-provided equipment