[Remote] New Brunswick Work@Home Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. HGS is a global leader in customer experience management, dedicated to making their clients more competitive through exceptional experiences. They are seeking a Customer Relations Associate who will deliver outstanding customer service by addressing billing inquiries, identifying customer needs, and providing solutions to enhance the customer experience. Responsibilities Communicate with customers through inbound calls and field queries on billing, payments, existing and new services, promotional offers and upgrade / downgrade of services Identify customer needs through active listening to answer questions, assist with troubleshooting or make product recommendations based on the customers need Take a consultative approach with customers who are experiencing problems with their service by owning the issue and resolution Use multiple computer systems to research products, services, common problems and solutions offered Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of 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 must be physically living in and able to work in Canada You can work between the hours of [7 AM and 12 AM EST], but have flexibility as business needs may change You have at least 6 months of customer service experience and you 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 solutions You have excellent English communication skills, both oral and written You're comfortable working from home and have a suitable space with a hard-wired internet connection Benefits Best in class medical, dental, vision benefits (if applicable) Refer-A-Friend Employee assistance programs Flexible Schedule Options Career advancement in a fast growing organization People focused environment where you’ll make lifetime connections and friendships Company Overview A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. It was founded in 2000, and is headquartered in Bangalore, Karnataka, IND, with a workforce of 10001+ employees. Its website is