Customer Success Representative (Contract)

Job summary

Provide customer support by phone, email, and online chat, answering RESP-related questions and helping customers with contributions, payments, and account inquiries. Identify customer needs, guide customers to suitable solutions and digital self-service options, maintain accurate and confidential records, and contribute to team coverage and customer experience improvements.

Job details

Application Deadline: 31 October 2026 Department: Customer Success Location: Head Office Compensation: CA$19.00 - CA$20.00 / hour Description We are looking for an outstanding verbal communicator, active listener and natural problem solver to join our team. You enjoy talking to people and you are enthusiastic about helping families meet their goals for their children’s future. About the Role In this role you will be responsible for: · Delivers exceptional customer experience to Embark customers and prospects. · Identifies customer needs and provides best solution or guidance in the best interests of customers. · Be a subject matter expertise for RESP and assist customer requests for RESP related services over the phone, e-mail and online chat, including contributions, payments and general account related inquiries. · Offer and guide customer to leverage digital and self serve options, seek out opportunities to meet with licensed specialists in other departments (e.g. refer new customers to Sales teams) and create easy & smooth experiences. · Takes ownership of challenges as they arise, identifying gaps and opportunities to keep customers on track. · Looks for ways to enhance or improve overall customer experience. · Organizes customer related information to ensure accuracy, completeness, and confidentiality. · Acts as both a team player and a leader: someone who can back up teammates and fill in for absences as needed and take the lead on important projects. · Broader accountabilities may be assigned as needed. · Supports customers who contact us through our centre, Monday to Thursday, 9 a.m. to 8 p.m. and Friday 9 a.m. to 6 p.m. (Eastern Time). Work schedule may differ from week to week in terms of days worked, hours, and shifts. Who we are looking for You might be a good fit if you have… · One year of experience providing excellent customer service and/or working in a customer support department · Superior written and verbal communication skills, with a proven ability to express yourself clearly and give your full attention to customer needs over the phone. · Well-organized and detail-oriented, with the solid record-keeping skills needed to work with our customer tracking systems. · Excellent organizational and time management skills and thrive on multi-tasking in a fast-paced environment. · Strong analytical and problem-solving skills · Proficient with Microsoft Office 365 · Being flexible to meet the needs of the Customer Success Centre. Don’t meet every single requirement? That’s okay. We encourage you to apply anyway. We believe in investing in potential and supporting our team members as they grow into their roles. If this opportunity excites you, but your experience doesn’t align perfectly, we still want to hear from you.

What you’ll do

Provide customer support by phone, email, and online chat, answering RESP-related questions and helping customers with contributions, payments, and account inquiries. Identify customer needs, guide customers to suitable solutions and digital self-service options, maintain accurate and confidential records, and contribute to team coverage and customer experience improvements.

Requirements

Applicants should have at least one year of customer service or customer support experience, strong written and verbal communication, and the ability to listen attentively and solve problems. The role also requires organization, attention to detail, time management, multitasking, analytical skills, proficiency with Microsoft Office 365, and flexibility to meet changing schedule needs.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Attention to detail · Preferred
• record keeping · Preferred
• Multitasking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Verbal Communication
• Written Communication
• Active Listening
• Problem-Solving
• Customer Needs Assessment
• RESP Knowledge
• Organization
• Attention To Detail
• Record-Keeping
• Time Management
• Multitasking
• Analytical Skills
• Microsoft Office 365
• Teamwork
• Flexibility

Job areas

• Customer Service & Support
• Finance & Accounting
• Sales

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