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Customer Service Representatives – Remote

Sutherland

This is a Contract position in Winnipeg, MB posted November 23, 2022.

Company Description:

Can people hear you smiling over the phone? Do you know how to turn someone’s day around, no matter how down or frustrated they are? Are you the go-to person, among your friends and family, for help with mobile devices and streaming technology?

Join Us.

We’re Sutherland and we’re hiring Customer Service Representatives to provide outstanding and personal support to customers of one of our customers, an exciting streaming service that hosts some of the best content out there.  This is a remote, work from home position.

Job Description:

As a Customer Service Representative, you will provide inbound customer care, primarily over the phone and email. You’ll bring your expertise in streaming support to deliver exceptional customer service and solutions to resolve billing issues, troubleshoot errors and concerns, and guide customers to the products and services that will best meet their entertainment needs. 

This is the job for you if:

  • You are the go-to person to help troubleshoot tech problems.
  • You leverage streaming services regularly. 
  • You excel at handling customer inquiries of varying types.
  • You are an active listener and can enjoy building rapport with customers. 
  • You are energized by the opportunity to learn new things, perform at a high level in a team environment and creatively solve problems.
  • You leverage two-way feedback to enhance your performance. 

What we offer:

  • Medical, dental and vision benefits
  • Paid training & PTO
  • Advancement opportunities – 80% of our frontline leaders have been promoted from within
  • Monthly company reward & recognition programs
  • Employee Discounts
  • EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
Qualifications:

  • An understanding of basic computer and home networking terminology (i.e. operating systems, routers, etc.)
  • Efficient and accurate typing skills (at least 30 words per minute)
  • Experience using a streaming player or gaming system
  • Excellent verbal and written communication skills and are a strong multitasker
  • Driven by solving problems and meeting goals
  • Familiar with Microsoft Office tools
  • Experience in customer service and sales
  • High school diploma or equivalent
  • Bilingual (English/Portuguese) skills are a plus. Hourly incentive provided.

 Requirements to work from home:

  • A quiet and distraction-free, secure place to work.
  • Excellent Internet connectivity:
    • Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better!
    • In-house network, and a 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 our systems.
  • A computer with:
    • 1.6 Ghz Dual Core processor (the faster the processing environment, the better)
    • 2 GB RAM
    • 10 GB available hard drive space
    • One or more available USB ports (2.0 or greater)
    • Sound/audio support
    • Windows 10
    • 2  – 20 inch monitors
    • Wired Keyboard
    • Wired Mouse
  • A headset to use for training and meetings that has:
    • USB
    • Dual ear
    • Noise-cancelling microphone
  • A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications.
Additional Information:

About Us

At Sutherland, recently named a Great Place to Work, we care for our customers’ customers and help to strengthen their brands. We do this by improving how they work with their customers to deliver an extraordinary customer experience. In other words, behind every screen, click or command are the people of Sutherland. In business for over 35 years, we are now nearly 40,000 employees strong and work with hundreds of companies in over 100 countries around the globe.