Customer Care Representative– Waterloo, ON – HGS, Kitchener

HGS is looking for enthusiastic customer service representatives to service our client's support needs during World Cup 2026! If you're a football fan or just looking for a great summer job - we'd love to meet you! Full and Part-Time positions available.

Job Description Your Impact: As an English Customer Service Advisor, you'll have the ability to work in a collaborative and engaging environment with one goal, making a positive impact on people's day! We'll train you to be an expert in your field, so you can confidently deliver an amazing customer experience. You'll field customer inquiries, identify the unique needs of each customer, match customers with products and services that meet their needs, exercise emotional intelligence, and improve the overall customer experience!

Key Responsibilities

Communicate with customers through inbound calls and chat and field queries.

Identify customer needs through active listening to answer questions, assist with troubleshooting or make product recommendations based on the customers need.

Take a consultative approach with customers who are experiencing problems by owning the issue and resolution.

Use multiple computer systems to research products, services, common problems and solutions offered.

Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time.

Creating a "WOW" factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service.

Regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators.

Benefits Plus, working with HGS comes with benefits like:

$17.60 hourly and overtime opportunities

Best in class medical, dental, vision benefits (if applicable)

Refer-A-Friend

Employee assistance programs

Flexible Schedule Options

Career advancement in a fast-growing organization

People focused environment where you'll make lifetime connections and friendships

What we are looking for Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you're compassionate, empathetic, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people's lives, you'll love this opportunity!

Requirements

You're at least 18 years of age.

You must be physically living in and able to work in the Waterloo Ontario office.

You can work between the hours of 6 AM and 10 PM EST, but have flexibility as business needs may change.

Demonstrate a caring, supportive, and friendly nature in every interaction with the utmost confidence and urgency.

You're computer savvy, comfortable sitting at a desk and working with multiple monitors.

You're results oriented and comfortable providing customers with recommendations and solutions.

You have excellent English communication skills, both oral and written.

You're comfortable working from home and have a suitable space with a hard‑wired internet connection.

HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

You will be required to pass preemployment tests and an interview.

HGS may use automated tools or AI‑assisted technologies to screen applications and assess qualifications. We use AI technologies as part of our recruitment process to help standardize screening, reduce potential human bias, and improve the accuracy and fairness of our assessments. All automated results are reviewed by human decision makers. If you have questions or wish to request human‑only review of your application, please contact . Personal information is handled in accordance with applicable privacy laws.

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