Careers At HGS

Customer Relations Associate - Remote - New Pay Rates

Job Code : HGS/286

Job Description

Your Impact: As a Customer Care Representative, you’ll have the ability to work in a collaborative and engaging environment with one goal, making a positive impact on people’s day! We’ll train you to be an expert in your field, so you can confidently deliver an amazing customer experience. You’ll field customer billing inquiries, identify the unique needs of each customer, address concerns, take payments and exercise emotional intelligence to improve the overall customer experience!

So, what does a day in life of a Customer Care Representative look like?

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

Why choose us?

HGS is a global leader in customer experience management. With more than 44,000 employees spread across 7 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 900 of the world’s leading brands, HGS is the perfect place to build your future!

Plus, working with HGS comes with benefits like:

$15 hourly and overtime opportunities

Bonus potential

Best in class medical, dental, vision benefits

Refer-A-Friend bonuses

Employee assistance programs

Flexible Schedule Options

Career advancement in a fast-growing organization

People focused environment where you’ll make lifetime connections and friendships

What we are looking for:

So what really makes a great Customer Care Representative? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you’re compassionate, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this opportunity!

 To be successful, you’ll need these qualities

You’re at least 18 years of age

You can work between the hours of 7am-12am 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


Please note: This position does not qualify for the Atlantic Immigration Pilot Program or the Provincial Nominee Program because this is a work from home position. 


At least 18 years of age or older

Strong English communication skills, oral and written, along with flexibility to work various shifts within

 our hours of operations - 7:00am to 12:00am EST Monday to Sunday

Possess good working knowledge with computers and computer applications

Possess good attention to detail, adaptable and dependable

Possess individual integrity, enjoy cooperation and achievement and have concern for others

Ability to work independently in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home