Customer Service Representative

Role overview

Provide inbound customer support for participants in employer sponsored savings and retirement plans. You will answer questions, help with account transactions, resolve complaints, and route complex requests to specialists while protecting confidential information. The role is remote and part time permanent, with flexible scheduling and a stated minimum of 20 hours per week.

Responsibilities

- Respond to participant questions about workplace savings and retirement plans. - Assist with deposits, withdrawals, and retirement account rollovers. - Explain general information, resolve complaints, and refer customers to specialists when needed. - Follow up to maintain customer relationships and suggest service improvements. - Handle support tickets and customer concerns in line with internal policies and information security requirements.

Requirements

- High school diploma or equivalent. - One to three years of customer service experience, including phone support and issue resolution. - Strong spoken and written English and French. - Working knowledge of office productivity tools, including Word, Excel, Outlook, SharePoint, and PowerPoint. - Comfort with technology, attention to detail, good organization, and the ability to manage multiple tasks and service deadlines. - Ability to type at least 30–40 words per minute.

Nice to have

Experience with ticketing systems, high volume calls, group savings or retirement products, and Genesys Cloud CX.

Benefits and work setup

Remote, Monday to Friday, with day and evening shifts scheduled within an 8 a.m.–8 p.m. rotation. The listing describes a flexible minimum of 20 hours weekly, with scheduling up to 37.5 hours as needed. It also mentions equipment, paid training, onboarding, paid holidays, two weeks of vacation, two paid sick days after three months, group insurance after three months, and an RRSP program after six months. Compensation is listed at $20–$22 CAD per hour.