Customer Support Specialist
Description
Position Location: Hybrid- London, Ontario. See “Hybrid Work Details” section below for more information
Position: Full-time, Monday to Friday 12pm-8pm (training will be 9am-5pm for 3+ months)
Vacancy Status: This posting is for an existing vacancy.
About Us
Voices is the trusted voice partner for brands, tech and voice talent. Voices helps scale real voice solutions, across traditional voiceover, Voice AI, and ethically sourced voice data. For more than two decades, the biggest and most beloved brands have trusted Voices to find their voices and bring their projects to life.
As a Customer Support Specialist, you will assist customers by addressing inquiries, resolving issues, and providing information about products or services, ensuring effortless use of our platform and fostering positive relationships. You will enhance retention and satisfaction through proactive problem-solving, attentive communication, and collaboration across departments to aid in solving core-customer problems.
Responsibilities
- Proudly and professionally represent Voices when working with clients by providing precise explanations on all services offered.
- Communicate efficiently and efficiently through multiple channels to customers.
- Triage and prioritize incoming cases, calls and emails.
- Review jobs and packages to ensure legitimate postings are being approved and any suspicious users are being investigated and removed from the Voices platform.
- Recommend and action opportunities to increase efficiency in interdepartmental Customer Support processes.
- Create and update customer records in Salesforce, a web-based customer relationship management (CRM) system, to ensure accurate billing and access to customer information for proper management within the Voices system.
Required Skills
- Extremely comfortable with calling and speaking with customers over the phone.
- Knowledge of planning and scheduling techniques.
- Exceptional time management skills while dealing with multiple competing priorities with professionalism.
- Outstanding interpersonal and communication skills, and the ability to work effectively with a wide range of constituencies in a diverse community.
- Adaptable and eager to learn and implement new processes.
Solid experience with the Microsoft Office Suite, including Word, Excel and Outlook. - Personable, approachable and friendly, but with a professional edge.
- Serving as a trusted subject matter expert by analyzing complex issues, developing innovative solutions and providing strategic guidance collaboratively with relevant stakeholders.
Educational Requirements
- College diploma in Marketing, Communications, Business Administration or equivalent experience.
- 1-3 years experience in an advanced Customer Support role or related field
- Familiarity working with Salesforce, Slack and Google Suite preferred
Perks & Benefits
We offer a range of perks that support your growth, wellbeing, and day-to-day flexibility. Here’s what you can look forward to:
- Generous Vacation: Start with 15 days of vacation, pro-rated in your first year based on your start date
- Personal Time: Take care of what matters with 5 paid personal days and 3 unpaid personal days annually
- Comprehensive Health Coverage: Access to health and dental benefits as well as a Health Care Spending Account (HCSA) after just 3 months of employment
- Hybrid Flexibility: Enjoy the best of both worlds with our hybrid work environment
- Performance Bonus Program: Recognizing your impact with bonus opportunities tied to company and individual performance
- Learning & Development Support: We invest in your growth with a dedicated L&D budget and coverage for courses & platforms like LinkedIn Learning, Udemy, Codecademy, and more
- A Great Team: Work with genuinely kind, smart, and talented people who love what they do (and know how to have fun doing it).
Hybrid Work Details: We are a hybrid workplace, allowing employees to work remotely from home. However, this position requires one in-office day per month on pre-set dates, during which all company employees are expected to attend. Our office is located at 100 Dundas Street, London, Ontario. Additionally, you may be asked to come into the office as needed with reasonable notice.
Our Commitment to Equity & Accessibility
Voices is an equal opportunity employer committed to fostering an inclusive and accessible workplace. We welcome applications from individuals of all backgrounds and experiences.
If you require accommodation during the recruitment process, please let us know, and we will work with you to meet your needs.
Apply Online
If this sounds like a role where you’d thrive, we’d love to hear from you. Interested candidates are encouraged to send their cover letter and résumé by completing the online application. By doing so, your resume is guaranteed to be reviewed.