At Extend Communications, we stand for integrity, innovation and initiative. Our experience and expertise extend to a variety of industries such as real estate, small businesses, service companies, corporations and governments. We don’t have a one size fits all strategy. We will customize our services to fit your business needs with our cutting-edge software and hardware.

You can always count on us, even during a disaster. We’re prepared to operate with our contingency plan and spare equipment so we can deliver 24/7. When you experience an emergency, we have a tailored plan to help your company handle the situation.

OUR VISION: To Extend our People, our Clients, and our Community, from where they are today to where they Dream to be!
OUR MISSION: To improve our clients’ business initiatives by providing outsourced communication solutions that seamlessly integrate our high quality staff and the latest technology, into their companies.

OUR CORE VALUES
INTEGRITY – Open, honest, and transparent with each other, our clients, and our community.
INITIATIVE – Think it, say it, do it!
INNOVATION – Ideas drive our creative solutions.
INDIVIDUALS – Our strength is our people.

We are recruiting for a Night Customer Service Representative. The Night Customer Service Representative is responsible for answering incoming calls and dispatching calls as per the instructions provided by the client. T*his position is working from our main office in Brantford, Ontario. *

**MUST have daytime and/or evening availability for the first 3 months of the position to successfully complete our paid training program*.** After training is completed, shift hours will range anywhere from 10:00pm to 8:00am.
*

Job Duties and Responsibilities

• Obtain all required information for each client and follow dispatch instructions
• Document all call information according to client requirements
• Identify and escalate issues to supervisors as required
• Respond to customer emails and monitor the operations emails as assigned
• Answer incoming calls from clients
• Dispatch calls as per instructions provided by the client
• Access client webpages and book slots on client webpages as required
• Review, complete testing and familiarize yourself with new client accounts
• Audit new client profiles to ensure there are no errors or issues
• Review quality monitoring on a bi-weekly basis
• Participate in account specific training as required through various times of the year
• Conduct proofing on updated accounts as requested
• Ensure that the intraportal and staff accounts are checked and monitored daily
• Participate in staff meetings and attend training sessions and webinars as required
• Be flexible for scheduling purposes
• Always maintain professionalism on calls especially during difficult situations
• Promote and demonstrate Extend Communications core values
• Perform other duties as assigned

Job Requirements and Qualifications

• Minimum of a high school diploma
• Minimum of 1 year of customer service experience, call centre experience is an asset
• Be familiar with logging into webpages and navigating screens
• Familiarity with video conferencing software, experience with zoom is an asset
• Experience with call centre technology is an asset
• Strong attention to detail
• Superior verbal and written communication and listening skills
• Ability to work well in a team atmosphere
• Willingness to learn and be adaptable
• Ability to work on multiple tasks at once
• Ability to work in and adapt to a fast-paced environment
• Work well with minimal supervision and independently

**You will be expected to provide and maintain at your own expense the recommended equipment, voice and internet connections.**

• Desktop PC or laptop /Keyboard/Mouse, Windows 10, minimum 2 GB RAM with built in Webcam
• Un-interruptible Power Supply (UPS) with 10 minutes minimum run-time (battery backup)
• Reliable internet connection, no satellite internet
• Land-line telephone/ cellular device with unlimited daytime and evening minutes package if applicable
• Dual monitors, minimum 1440 x 900 resolution

Why Extend?

• We offer paid training and a competitive starting hourly rate
• We have a great benefit package, RRSP, Dream Initiative Program, Core Value Recognition Program
• We offer a Personal & Professional Growth Assistance Program (PGAP)
• Wellness Fund
• You will have a variable schedule which is provided to you in advance to promote work-life balance

You can also visit our website at: www.extendcomm.com for further info on who we are!

Extend Communications is committed to fair and accessible employment practices. If you require any accommodation, please advise the recruitment team.

Job Type: Full-time

Benefits:

• Dental care
• Extended health care
• RRSP match
• Vision care

Schedule:

• 8 hour shift
• Night shift

Supplemental pay types:

• Overtime pay

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