Entry Level Customer Service Representative

We are seeking a customer-focused and detail-oriented Customer Service Representative (CSR) to join our team. This is a fully remote position, requiring a reliable home office setup, strong time management skills, and the ability to work independently while remaining highly responsive to customers and team members. Reporting to the CSR Supervisor, this role serves as a key point of contact for customers and internal stakeholders, ensuring inquiries, service requests, and account changes are handled accurately and efficiently. The ideal candidate is professional, responsive, and thrives in a fast-paced environment where organization and communication are essential.

Key Responsibilities

Customer Communication & Support

• Serve as a primary point of contact for inbound customer inquiries via phone and email.
• Provide timely, accurate information regarding services, schedules, and account details.
• Establish positive, professional relationships with customers and build rapport with recurring clients.
• Redirect complex or specialized inquiries to the appropriate department or representative as needed.

Work Order & Service Coordination

• Generate and process work orders accurately within internal systems.
• Process service changes, including updates to account details, scheduling adjustments, and site modifications.
• Coordinate temporary tote requests (excluding shredding services) to ensure timely fulfillment.
• Receive and document service-related concerns and escalate as required.

Administrative & Team Support

• Act as the primary morning phone operator, ensuring prompt and professional call handling.
• Monitor and manage the CSR and Customer Care inboxes daily, responding to emails and processing requests in a timely manner.
• Handle straightforward account or site cancellations, collaborating with Inside Sales on escalated matters.
• Process and support requests submitted by the Sales Team.
• Complete tasks and assignments delegated by CSR II or the CSR Supervisor.
• Monitor the CSR inbox daily from 3:30 pm – 4:00 pm to ensure end-of-day coverage and response.

Qualifications & Skills

• Minimum 3 years of customer service experience, preferably in a service-based or operational environment.
• Strong verbal and written communication skills.
• High attention to detail with strong organizational and multitasking abilities.
• Comfortable managing high call and email volumes in a remote environment.
• Proficient in Microsoft Office and CRM or work order systems.
• Self-motivated with the ability to work independently while collaborating effectively with a remote team.

Remote Work Requirements

• Dedicated, quiet home workspace.
• Reliable high-speed internet connection.
• Ability to maintain regular business hours and availability for scheduled shifts.

Competitive Benefits

We offer a superior compensation package including

• Competitive starting hourly rate
• Pay enhancer after probation and for air brake endorsement
• Performance bonus
• Profit Sharing
• RRSP matching
• Enhanced Health Benefits plan including Medical and Dental coverage
• New Health Savings Account
• Incentives for workplace wellness and health
• And even an incentive for getting to work in an environmentally friendly way

About Urban Impact

Urban Impact is a dynamic workplace with a culture that values and promotes learning opportunities. We promote within and have a referral bonus program. We are a close-knit group, all motivated to work diligently to meet the high expectations of our customers. We strive to make the company a rewarding place to work, where employees feel that they are doing meaningful work and their contributions make a difference.

We offer an exciting, motivating and challenging team environment to fully develop your individual potential. To support continuing growth, we are looking for people with ideas, people who make a difference and are focused on being the best.

We would like to thank you for your interest in Urban Impact. Please note that only the short-listed candidates will be contacted.