Customer Service Representative

About the team

HomeStars is Canada's largest network of community-reviewed home service professionals. For almost 20 years we've helped professionals find work they want and millions of homeowners hire the pros they need.

With our powerful technology and team of international experts, we're chasing our vision: to become the most reliable way to hire and be hired in the building and home services industry.

HomeStars is part of established US market leader Angi Inc and the Instapro Group, a family of building and home trades marketplaces in the UK, France, Germany, Austria, Italy and the Netherlands.

What you'll do:

As a Customer Service Representative (CSR), you will assist homeowners and service professionals with issues that cannot be resolved through our online platform. Additionally, you will make proactive outbound calls to help our customers succeed on our platform. You'll be supported daily by your fellow colleagues and Customer Service Manager(s), who will provide the guidance and resources needed to excel in your role.

• Acknowledge and answer customer requests coming from various channels (email, contact form, phone calls, etc.)
• Handle back-office activities that may result in outbound calls
• Make outgoing calls in order to promote our product, ensure customers are successful, and collect feedback to support the company strategy
• Maintain customer records through our CRM system
• Deliver against company objectives, policies and deadlines
• Provide input to improve the efficiency, speed and quality of processes
• Promote and embody the company's core values and policies

In this role, you will need:

• 3 years experience in a customer service environment handling emails, inbound calls and outbound calls
• 2 years of experience with handling and deescalating tough customer service calls using empathy and professionalism
• High level of comfort using technology
• Ability to work from our Toronto office (49 Spadina Avenue) on Tuesdays and Wednesdays
• Experience excelling in fast-paced, continuously evolving work environments is preferred
• Experience with CRM systems, specifically Salesforce, is a plus
• Excellent communication skills, both written and verbal in English
• Ability to maintain a positive, empathetic, and professional attitude toward customers at all times
• Strong active listening skills
• A positive attitude and desire to learn

Compensation & Benefits:

• This is a salaried position with compensation ranging from $60,000 to $70,000 commensurate with experience and performance
• Company equity program
• Hybrid work environment (2 days a week in office)
• Work/life balance (this role is Monday through Friday)
• Comprehensive Health Benefits: Coverage for medical, dental, vision, travel, and mental health, plus a health spending account to cover additional wellness needs.
• Group RRSP/DPSP: Employer Match after 6 months of service towards our DPSP plan.
• Monthly hybrid and commuter allowances
• Monthly office events
• Technical equipment (i.e. laptop) provided

Where you'll work:

• This is a hybrid position. A requirement of this role is to work from our Toronto office (49 Spadina Avenue) on Tuesdays and Wednesdays every week.

Use of Artificial Intelligence:

• As part of our hiring process, we may use automated technologies, including artificial intelligence, for resume screening, documentation using AI note-taking during interviews, and training materials. We do not use AI tools to assess or select applicants during the interview process.

Vacancy:

• This position is being posted for an existing vacancy.

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

HomeStars provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This job post is scheduled to close on February 20, 2026. This is not the timeline by which we expect to fill the role, rather when we expect to limit new applications.