Customer Service Representative

Role Overview

The Customer Service Representative serves as the initial contact for EnviroCentre program participants. In this role, you will share program information, guide people toward the most suitable services, and manage registration tasks from start to finish. The position goes beyond basic phone support and involves helping residents understand sustainability programs and the steps they can take to lower their environmental impact.

Work Location

This role is based in Ottawa and Eastern Ontario with a remote-office arrangement. Candidates must live locally in the National Capital Region so they can attend in-person activities when needed.

Reporting Line and Employment Details

• Reports to: Call Centre Supervisor
• Employment type: Full-time
• Salary range: $45,000 to $52,000

Core Duties

The selected candidate will handle customer interactions, maintain client records, support tracking and reporting, arrange in-home energy assessments, follow up with clients, contribute to satisfaction monitoring, take part in outreach, and continue building knowledge through ongoing learning.

Schedule and Working Pattern

This position requires five shifts each week within the call centre’s operating hours from Monday through Saturday. The usual schedule includes four weekday shifts from 12:00 p.m. to 8:00 p.m. and one Saturday shift from 10:00 a.m. to 6:00 p.m. There must also be flexibility to work alternate shifts between 8:00 a.m. and 8:00 p.m. Monday to Saturday, depending on business needs.

Responsibilities

• Answer incoming calls promptly and professionally while following approved call handling procedures and service timelines.
• Manage web-based inquiries, including email messages and website submissions, in line with response protocols and deadlines.
• Listen carefully to customer needs and connect them with the right program and supporting resources.
• Carry out eligibility checks and complete intake paperwork accurately while respecting program rules, confidentiality, and record-keeping standards.
• Log calls and track the customer journey in the call centre platform and CRM system.
• Keep current on EnviroCentre programs, eligibility criteria, and application steps.
• Book initial home energy audits and follow up with clients before and after appointments as required.
• Conduct post-service satisfaction surveys to collect feedback and improve service delivery.
• Maintain regular communication with the Call Centre Supervisor and the wider team to keep operations running smoothly.
• Support outreach initiatives and project-related activities when required.
• Perform other related duties as assigned.

Requirements

• At least 1 year of experience in a professional and/or volunteer capacity in a related area.
• Call centre background is considered an advantage.
• Prior customer service experience is also an asset.
• Strong command of English is required; bilingual or multilingual abilities are a plus.
• Proficiency in Microsoft Office Suite is essential.
• Experience with Hot2000 and knowledge of energy assessment processes are beneficial.
• Excellent spoken and written communication, along with strong interpersonal skills.
• Ability to adapt, listen actively, and solve problems while maintaining a strong client-service focus.
• Good time management and the ability to juggle several tasks at once with close attention to detail.
• Basic awareness of sustainability and environmental topics, plus a willingness to keep learning professionally.
• Self-driven, with the ability to work independently and as part of a team.

Working Conditions

• EnviroCentre operates as a virtual workplace and supplies the required technology and IT support.
• Frequent computer work is expected.
• Heavy phone usage is part of the role; a headset will be provided.
• Occasional evening or weekend shifts may be needed.

Benefits

• 35-hour work week with flexible scheduling.
• Remote-friendly setup with some in-person events, occasional group meetings, and access to a coworking space in downtown Ottawa or another suitable location.
• Three weeks of paid vacation to start.
• Health, dental, and wellness benefits for the employee and dependents.
• Paid sick leave and extra time off for personal and caregiving responsibilities.
• Supportive, empathetic, and people-focused workplace culture.

Inclusion and Accessibility

EnviroCentre is an equal opportunity employer that values diversity and inclusion. The organization does not tolerate discrimination or harassment based on race, colour, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected ground under applicable laws. Applications are especially encouraged from BIPOC candidates and members of equity-seeking groups. If you require accommodation during the hiring process, the organization asks that you share your needs promptly so they can be handled confidentially and fairly.

Application Notes

Applicants are asked to submit a resume and cover letter that explain their relevant experience and qualifications. The application deadline is July 10, 2026, and the anticipated start date is July 2026. Candidates should combine their CV and cover letter into one PDF, include their first and last name along with reference number EC202615 in the file name, and also place EC202615 in the email subject line. Only candidates selected for an interview will be contacted.

Additional Information

The organization does not use artificial intelligence tools to screen or assess applications for this role. While formal experience is preferred, candidates who can demonstrate they meet the role requirements and are willing to learn are encouraged to apply, as the employer is open to training the right person. The job posting also notes that the organization welcomes a diverse team and supports inclusive, barrier-free selection processes and work environments.