Customer Service Representative

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Representative based in Canada. We are looking for a customer-focused professional to join a dynamic Customer Experience team in a remote, fast-paced environment. In this role, you will support customers with reservations, account inquiries, and accommodation arrangements while ensuring a smooth and positive experience at every interaction. You will communicate with customers and accommodation providers through phone, email, and chat, helping resolve issues efficiently and accurately. You will also contribute to maintaining high-quality property listings and identifying opportunities to improve service delivery. This temporary, part-time opportunity is ideal for someone with hospitality experience who enjoys problem-solving, building relationships, and working collaboratively. The position offers remote flexibility, structured onboarding, and the opportunity to contribute to innovative digital solutions for workforce travel and accommodation.

Customer Support and Reservations: Assist customers with booking, modifying, and cancelling reservations, as well as managing account-related inquiries through phone, email, and chat. Customer Experience Excellence: Deliver friendly, professional, and timely support by using product knowledge and customer service tools to address questions and resolve issues effectively. Customer and Supplier Communication: Maintain clear and effective communication with customers and accommodation providers to coordinate reservations, address concerns, and ensure a seamless experience. Problem-Solving and Escalation: Identify customer needs, provide relevant solutions, escalate complex issues when necessary, and recognize recurring challenges that could inform service improvements. Product and Service Guidance: Help customers understand available products and services, recommending appropriate solutions that meet their accommodation and travel needs. Property Listing Management: Create, review, and publish property listings on the company's digital platform, ensuring information is accurate, engaging, visually appealing, and consistent with brand standards. Data Accuracy and Administration: Maintain accurate reservation details, customer information, support tickets, and property content while following established procedures. Continuous Improvement: Identify trends in customer inquiries and feedback, share insights and best practices, and contribute ideas to enhance the overall customer experience. Team Collaboration: Foster a positive team environment by sharing knowledge, celebrating successes, and collaborating with colleagues to achieve service objectives. Requirements Hospitality Experience: Previous experience in the hospitality industry is required. Experience in travel, accommodation, workforce lodging, or a contact centre environment is highly valued. Customer Service Skills: A customer-first mindset, with the ability to build rapport, understand customer needs, and deliver positive experiences in a fast-paced environment. Reservation Systems: Experience using reservation systems and customer support platforms is required. Familiarity with Sabre is considered an asset. Communication Skills: Excellent verbal and written communication skills, including the ability to explain processes clearly, resolve customer concerns, and create polished customer-facing content. Attention to Detail: Strong organizational skills and accuracy when managing reservations, customer records, support tickets, and property listings. Technical Proficiency: Intermediate proficiency in Microsoft Office applications, including Excel, and the ability to learn new digital tools and systems quickly. Problem-Solving and Adaptability: The ability to remain calm under pressure, manage competing priorities, exercise sound judgment, and escalate issues appropriately. Teamwork: A collaborative approach, with the ability to share information, support colleagues, and contribute to a positive team culture. Schedule Availability: Availability to complete a mandatory two-week training program, Monday to Friday, from 8:30 a.m. to 4:30 p.m. Mountain Time. Following training, candidates must be available for weekday evening and weekend shifts. Working Hours: Availability for shifts between 7:00 a.m. and 11:00 p.m. Mountain Time on weekends and between 3:00 p.m. and 11:00 p.m. Mountain Time on weeknights. No overnight shifts are required. Location and Travel: Candidates must be based in Canada, with the role based in Calgary, Alberta. Occasional travel to the Calgary head office may be required for training, team events, and special meetings. Benefits Competitive Hourly Pay: Starting compensation of CA$17–CA$19 per hour, depending on experience. Remote Work: Work from home in a remote position based in Calgary, Alberta. Part-Time Flexibility: Scheduled shifts across weekdays, evenings, and weekends, with schedules provided in advance and efforts made to accommodate team members' preferences. Structured Onboarding: A comprehensive, mandatory two-week training program to help you learn the systems, processes, and service expectations. Hotel and Travel Discounts: Access to discounts on hotels and travel. Career Development: Opportunities to develop customer service, hospitality, and digital platform skills while contributing to a growing technology-driven business. Collaborative Environment: Join a team that values dependability, agility, innovation, collaboration, and exceptional customer experiences. Inclusive Workplace: Work in an environment committed to equal opportunity, diversity, and supporting employees' professional growth. Accessibility Support: Accommodation is available for applicants with disabilities during the recruitment process upon request. Additional Information This is a temporary, part-time contract opportunity. The role requires availability for the specified training and shift schedules. Occasional visits to the Calgary office may be required.