Experienced Customer Service Representative for Streaming Services - Remote Work Opportunity with a Global Entertainment Leader

Introduction to Sutherland and Our Vision

At Sutherland, we are passionate about delivering exceptional customer experiences and are now seeking enthusiastic and people-oriented individuals to join our dynamic team in supporting customers of a global giant in the streaming media and entertainment industry. As a company that has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years, we are committed to providing a fulfilling career path for our employees. If you are a natural communicator with a positive attitude, excel at handling customer calls of varying types, and have a proven track record for hitting performance targets, we invite you to join our team and grow with us in the future.

About the Role and Responsibilities

As a Customer Service Representative for Streaming Services, you will play a critical role in delivering an exceptional customer experience to our clients' customers. Your primary responsibilities will include:

• Handling customer calls of varying types, including technical support and troubleshooting issues related to streaming services
• Providing timely and effective solutions to customer inquiries and concerns
• Building rapport with guests while sharing your love of movies, TV shows, and animated stories
• Utilizing your problem-diagnosis and problem-solving skills to resolve customer issues efficiently
• Multi-tasking and using several applications simultaneously to provide a seamless customer experience
• Maintaining accurate records of customer interactions and transactions
• Participating in ongoing training and development programs to enhance your skills and knowledge

Essential Qualifications and Skills

To be successful in this role, you will need to possess the following essential qualifications and skills:

• Experience working in a customer service or contact center environment with a passion for providing an exceptional guest experience
• Experience with streaming to include basic troubleshooting skills, and demonstrated understanding of streaming services on phones, smart TVs, etc.
• Basic PC keyboarding skills; Microsoft Office experience (Outlook, Word, Excel)
• Technical support experience
• Strong problem-diagnosis and problem-solving skills
• Multi-tasking skills, with the ability to use several applications simultaneously
• Excellent communication and interpersonal skills

Preferred Qualifications and Skills

While not essential, the following qualifications and skills are preferred:

• Experience working with CRM applications
• Previous experience in a remote work environment
• Knowledge of animated films and TV shows
• Experience working in a fast-paced, dynamic environment

What We Offer

In return for your skills and experience, we offer a competitive hourly rate and paid training, as well as additional pay incentives and monthly rewards & recognition programs. Our benefits package includes medical, dental, and vision benefits, exciting vacation benefits, and a newly introduced Global Flexible Vacation Policy. We also offer promote from within opportunities, with 80% of our frontline leaders beginning their careers at Sutherland as reps. Additionally, we provide EAP & Health and Wellness programs, including a personal trainer dedicated to Sutherland.

Remote Work Requirements

To be successful in this remote work opportunity, you will need to have the following:

• Excellent Internet connectivity with internet access speeds of 2 Mbps upload and 10 Mbps download (the faster the better)
• A hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates
• A quiet and distraction-free, secure place to work
• All equipment will be provided by Sutherland

Career Growth Opportunities and Learning Benefits

At Sutherland, we are committed to providing our employees with opportunities for career growth and development. As a Customer Service Representative for Streaming Services, you will have access to ongoing training and development programs, as well as opportunities for advancement within the company. Our promote from within philosophy means that 80% of our frontline leaders began their careers at Sutherland as reps, so you can be confident that your career goals will be supported and encouraged.

Work Environment and Company Culture

At Sutherland, we pride ourselves on our positive and supportive work environment. As a digital transformation company and Great Place to Work certified, we are committed to providing a culture that is inclusive, diverse, and respectful. Our employees are passionate about delivering exceptional customer experiences, and we encourage a culture of innovation, creativity, and collaboration.

Compensation, Perks, and Benefits

In addition to a competitive hourly rate and paid training, we offer a range of perks and benefits, including:

• Additional pay incentives and monthly rewards & recognition programs
• Medical, dental, and vision benefits
• Exciting vacation benefits, including a newly introduced Global Flexible Vacation Policy
• EAP & Health and Wellness programs, including a personal trainer dedicated to Sutherland
• Opportunities for career growth and development

Conclusion and Call to Action

If you are a motivated and enthusiastic individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative for Streaming Services, you will have the chance to work with a global giant in the streaming media and entertainment industry, while also developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic team and grow with us in the future. Apply now and take the first step towards an exciting and rewarding career with Sutherland.

Important Note: This job is open only to residents of Canada, and you must be authorized to work in Canada in order to be considered for employment.