Who We Are:

UPLevel is a group of companies that provide outsourced customer care across North America to large and small clients alike. We connect people with solutions. We build relationships with clients and their customers over the phone and via email, chat and text and we are a proud and protective extension of our clients’ teams. We serve the financial, legal, insurance, construction and education sectors to name a few, and our pledge is to promote and protect our client’s brand and make them look good – no, scratch that – share their greatness with the world. One conversation at a time.

We've been nominated for Canada's Most Admired Corporate Cultures, shortlisted for Canada’s Top 100 Employers, in business for more than 50 years and Employee Experience is a very special focus for us. Our average staff tenure at our head office is 8.9 years and we truly care for and appreciate our work family. Come See!

Who Are We Looking For?

A warm, enthusiastic, detail oriented Customer Care Representative. You have strong attention to detail, superior phone manner, in addition to excellent spelling and grammar, and you are passionate about working with purpose.

At UPLevel, our primary goal is to augment our clients’ brand and reputation by truly connecting with their customers and helping them to find solutions. Our Contact Center Solutions group forms the backbone of our business processes by supporting our clients with the day-to-day support they require using precision, agility, and vigorous work ethic. We are looking for an addition to our work family who will support our amazing team while upholding our core and care values to the fullest.

What Are The Details Of This Position?

UPLevel is looking for a team-oriented support mastermind to fill the position of Customer Care Representative. This team member will be responsible for handling inbound calls and interacting with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy and professionalism. This position is fast-paced, meaningful, and fun.

The best team members are genuinely excited to help. We focus on infusing every interaction with warmth, patience, excitement and compassion, protecting UPLevel and our clients’ brand and reputation while coordinating and supporting the team.

The successful candidate will thrive in our dynamic, fast-paced environment and will be aligned with our core values: Deliver Excellence & Extraordinary Value; Serve with Joy, Passion & Compassion; Embody Trust & Integrity; Drive Innovative & Targeted Growth; Thrive to Our Fullest Potential & Purpose; and Execute with Vision & Precision.

Reporting to the Director of Contact Center Solutions, the Customer Care Representative will work closely with the team to drive solutions and deliver excellence while upholding UPLevel’s brand and culture.

Major Responsibilities

• Develop and maintain good business relationships with our client(s) and customers

• Handling inbound calls with courtesy, empathy and professionalism

• Perform problem tracking and ensure that concerns are properly documented, prioritized, tracked, and resolved

• Comply with data integrity and security policies

• Deliver service excellence and maximize customer service and satisfaction

• Act as a learning consultant and trusted advisor to the business

• Look for ways to constantly improve our solutions and relationships

Experience & Skills Required

• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications

• Experience in a sales setting an asset

• An ability to understand and communicate complex ideas to customers, both verbally and in written form

• Aptitude to quickly learn and navigate new technology, systems, and applications

• Ability to accept feedback gracefully and with an open mind

• Intermediate understanding of common Customer Experience best practices

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent reading comprehension, verbal, and written communication skills

What You Can Expect from UPLevel

• People-first culture;

• Orientation and training to set you up for success;

• Ongoing coaching and support;

• Health and wellness benefits;

• Generous paid time off;

• Professional development and growth opportunities.