Care & Support Representative – Temporary Contract

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide impactful and compassionate client care by recognizing clients, being genuine, and understanding their individual needs.

• Maintain high standards of customer service by being adaptable, attentive, dependable, and proactive.

• Take responsibility for the customer experience and ensure comprehensive follow-up, collaborating with team members when needed.

• Foster effective working relationships with colleagues, clients, students, agents, and host families in accordance with CHN policies and protocols.

• Oversee, manage, and resolve homestay inquiries and customer requests.

• Promptly and compassionately escalate crisis situations to the Care & Support Lead, Local Relationship Manager, Regional Director, and/or third-party mental health services.

• Work alongside colleagues for additional perspectives and support to achieve favorable outcomes.

• Report to the Care & Support Lead and/or National Operations Lead.

⛳️ Requirements

• Over 1 year of experience in Customer Service.

• Proficient in Word, Excel, Email, and Database management.

• A Post-Secondary Certificate or Diploma in a relevant field is preferred.

• Experience with international students and diverse cultures is highly desirable.

• Strong interpersonal skills and adept at de-escalating difficult customer interactions.

• Capacity to work independently and effectively in a virtual office setting.

• Ability to collaborate within a team environment.

• Excellent verbal and written communication skills in English.

• Strong problem-solving and organizational abilities, with a keen attention to detail.

• Availability for 30–40 hours per week, Monday to Friday, with hours scheduled between 8:00am and 8:00pm EST.

• Willingness to work during peak registration, relocation, and respite periods.

• No vacation time permitted from August 15th to September 15th each year.

🏝️ Benefits

• Employer certified as a Living Wage provider.

• Compensation adjusted based on geographic differentials to ensure equitable pay across Canada.