Customer Support Specialist (Remote)

Line One Contact Centres

7d•Remote

About The Position

We’re seeking a compassionate, reliable, and skilled Customer Support Specialist to join our remote team. This is a fast‑paced call centre environment where you will be the first point of contact for members of the public booking accessible transit services. You’ll guide callers through schedules, service options, new reservations, changes, and cancellations—ensuring every interaction is respectful, supportive, and efficient. Success in this role requires exceptional soft skills, especially when handling difficult or emotionally charged calls. You must be comfortable staying calm under pressure, applying empathy, and navigating challenging conversations with professionalism. We are also looking for individuals who are dependable, consistent, and open to receiving performance feedback as part of ongoing development.

Requirements

Minimum 3 years of customer service experience, ideally in a fast‑paced environment
Strong verbal and written communication skills in English
High School Diploma or equivalent
Demonstrated reliability and strong attendance history
Excellent interpersonal and soft skills
Windows 11 PC
Celeron, Pentium, or better processor
2.4 GHz or higher
Minimum 2‑core CPU with 4 logical processors
8 GB RAM or higher
10 GB free space on C: Drive
SSD required for lower‑speed processors
Monitor: minimum 17.5", 1920×1080 resolution
USB headset
Smartphone for two‑factor authentication
Antivirus software with regular scans
Webcam for interviews, training, and meetings
Wired high‑speed connection (Ethernet required)
Minimum 50 Mbps download / 5 Mbps upload
Fiber or cable connection preferred
Exceptional communication and soft skills
Strong organizational and planning abilities
Self‑starter with excellent attention to detail
Analytical thinker with sound judgment
Calm, patient, and empathetic under pressure
Professional and composed during challenging interactions
Reliable, consistent, and accountable
Comfortable receiving and applying performance feedback
Able to work independently and as part of a team
Successful completion of a background check

Nice To Haves

Experience working with or understanding the needs of people with disabilities
Previous contact centre experience
Familiarity with the Greater Toronto Area
Passion for customer service and community support
Ability to learn quickly and retain detailed project knowledge

Responsibilities

Deliver a consistently customer‑focused experience in a fast‑paced call centre environment
Manage high volumes of inbound calls in a timely and professional manner
Assist customers with booking, modifying, or cancelling reservations
Answer questions related to transit services and eligibility
Provide high‑quality care, support, and problem resolution
Apply strong soft skills—active listening, empathy, patience—especially during difficult calls
Maintain strict confidentiality, privacy, and ethical standards
De‑escalate challenging situations with calmness and professionalism
Represent the company with courtesy, integrity, and respect
Identify and communicate opportunities for service or process improvement
Collaborate effectively with colleagues and resolve conflict respectfully
Work independently with strong self‑motivation and reliability
Be open to coaching and performance feedback as part of continuous improvement
Follow all Standard Operating Procedures (SOPs), policies, and regulatory requirements
Contribute to a safe, inclusive, and supportive team environment