Customer Experience Agent – Tier 1

🔥 1 minute ago

🇨🇦 Canada – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kalkomey Enterprises, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

📚 Education

🏛️ Government

☁️ SaaS

Education • Government • SaaS

Kalkomey Enterprises, LLC is a provider of outdoor safety and education solutions that partner closely with government agencies and organizations. Kalkomey offers a GovSuite software platform combining education, events, data visualizations, certification fulfillment, card printing, regulatory delivery, and operational support to help public agencies run programs, maintain compliance, and deliver resident-facing services. They deliver accredited online, in-person, scenario-based and advanced courses, in-field tools such as mapping and property-line information, and prediction/forecast capabilities to support outdoor skills and stewardship. Kalkomey emphasizes secure, centralized workflows and audit-ready records, serving 60+ state, provincial, territorial and federal government partners with tens of millions of certifications issued and a broad global/North American reach.

📋 Description

• Respond to customer inquiries via phone, email, chat, and other assigned channels in English and French • Resolve routine customer issues using established procedures • Escalate complex, sensitive, or unresolved cases to Tier 2 or 3 agents or the CX Supervisor • Follow up on open cases to ensure resolution and customer satisfaction • Maintain current knowledge of products, services, policies, and support procedures • Apply workflows and service standards consistently • Document customer interactions, issue details, and resolution outcomes in the CRM system • Collect and record customer feedback, recurring themes, and pain points • Share customer inquiry patterns with the CX Supervisor to support process and product improvements • Participate in team meetings, training, coaching, and quality assurance reviews • Collaborate with agents, support staff, and other departments to maintain service continuity and resolve cross-functional issues • Meet or exceed response time, FCR, and CSAT KPIs • Maintain accuracy, appropriate tone, and brand guideline adherence in customer interactions

🎯 Requirements

• Bilingual fluency in French and English, written and verbal, required • Ability to work a fixed shift of either Sunday through Thursday or Tuesday through Saturday, including weekday evening hours • Minimum of one year of experience in an inbound call center environment, preferably supporting multiple brands • Must reside in Ottawa or Quebec, Canada • Consistent attendance and output, including required shifts, weekday evenings, and some holidays • Ability to use established workflows, service standards, and documentation requirements • Ability to accurately document customer interactions, issue details, and resolution outcomes in a CRM system • Ability to meet or exceed KPIs including response time, first-contact resolution, and customer satisfaction • Ability to maintain quality standards in English and French customer interactions

🏖️ Benefits

• Annual bonus • Employer matched RRSP • Medical/Dental/Vision insurance with generous employer contributions • 3 weeks paid vacation • 12 paid holidays • Paid community service day • Flexible work schedule • Annual wellness allowance • Paid mental health day once a year • Automatic WFH contribution to each paycheck • Employee Assistance Program (EAP)