Support Specialist

Support Specialist

Are you passionate about helping people and delivering meaningful support in a mission-driven environment focused on sustainability? In this role, you will support participants in a residential energy efficiency and emissions reduction program, ensuring they receive clear guidance and timely assistance. You will interact directly with residents, contractors, and stakeholders through phone and email, helping them navigate program requirements and access energy-saving solutions. This position combines customer service, administrative support, and structured problem-solving in a fast-paced, performance-driven setting. You will play a key role in improving customer experience while contributing to broader environmental and energy transition goals. Working remotely with a structured schedule, you will support initiatives that directly impact communities and sustainability outcomes.

Accountabilities

• Respond to inbound calls and emails from program participants, contractors, and stakeholders, providing accurate and helpful information about program requirements and processes.
• Support residents in understanding and accessing energy-saving solutions and program services.
• Assist with application reviews, data entry, and administrative tasks to ensure smooth program operations.
• Meet key performance indicators (KPIs), including response time, call handling efficiency, and quality standards.
• Maintain accurate records and ensure information provided is consistent and aligned with program guidelines.
• Collaborate with internal teams to resolve inquiries, escalate issues, and improve service delivery.
• Contribute to a positive customer experience by delivering clear, empathetic, and solution-oriented communication.
• Support continuous improvement efforts by identifying recurring issues and suggesting process enhancements.

Requirements

• 0–1 year of experience in a customer service, call center, or client-facing support role (call center experience is an asset but not required).
• Post-secondary education is preferred.
• Strong verbal and written communication skills in English; additional language skills (French, Cantonese, Mandarin, Farsi, Punjabi, or Tagalog) are considered a strong asset.
• Proficiency with Microsoft Office applications and basic digital tools.
• Strong attention to detail with the ability to manage administrative tasks accurately.
• Ability to work independently and manage time effectively in a structured, performance-driven environment.
• Interest in sustainability, energy efficiency, environmental programs, or related fields is an asset.
• Strong interpersonal skills with a customer-first mindset and problem-solving orientation.
• Ability to work full-time hours aligned with Pacific Time (8:30 a.m. to 5:00 p.m.).

Benefits

• Competitive hourly compensation ranging from CAD $18.10 to $27.05, depending on experience and qualifications.
• Comprehensive health benefits including medical, dental, and vision coverage with company premium support.
• Life insurance, accidental death & dismemberment (AD&D), and long-term disability coverage fully paid by the employer.
• Retirement savings plan with company matching contributions (RRSP).
• Paid vacation, sick leave, personal days, and statutory holidays.
• Paid volunteer time to support community engagement initiatives.
• Employee recognition program with rewards redeemable for gift cards.
• Employee Assistance Program (EAP) supporting personal and professional well-being.
• Access to training and development opportunities for career growth.
• Inclusive, purpose-driven culture focused on sustainability and social impact.