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Customer Service Representative

***Work from home.

****Mixture of day, night (not overnight), and weekend shifts

[We are currently prioritizing those in Western provinces due to our shift spread!]

If you love helping people find what they are looking for online, replying to social media DMs, watching a sale conversion come in after you've hung up with a customer, commenting on Influencer content, retweeting brand shout outs, and thoughtfully responding to online reviews, all while doing it in sweatpants in front of the TV, then have we got a job for you!

In Social is hiring a full-time Customer Service Representative aka "Digital Support Squad Representative" to help support our clients’ across social media engagement and Ecommerce platforms. Not only are we rapidly expanding our client roster, but we keep promoting our support team members, and need to replace them!

Founded in 2015, we are a 20+ person Shopify Expert digital marketing agency based in Toronto (and now expanding across Canada!) that does everything related to digital marketing including, but not limited to; paid and organic social media, email marketing and automation, website design & development, influencer marketing, branding and design, and (of course!) customer service, for clients across the world in industry verticals ranging from skin care, restaurants, home decor, CPGs, vapes, food & drinks, baby products, real estate, accounting, and more.

Some of our clients have been featured in Vogue, Cosmopolitan, Forbes, Business Insider, GOOP, and are sold in major retail chains like Walmart, Target, and Loblaws, and we even have a client who hosted the White House Correspondents Dinner!

WHAT TO KNOW ABOUT THIS ROLE

The Digital Support Squad is where we promote from. 50% of our Marketing team members have come from the Digital Support Squad: our Influencer Co-ordinator, a Designer, a Copywriter, an Account Manager, a Project Manager - the list goes on! We hire DSSRs with the expectation that they will identify which parts of digital marketing they love best, and we facilitate that interest through training, mentorship, hands-on-experience, and eventually, a promotion to the Marketing team. When you land a job at In Social, you land a career.

JOIN OUR TEAM AND YOU WILL BE:

  • Resolving customer issues online through software tools like Gorgias and Aircall
  • Handling incoming tickets, website chats, and phone calls, responding to social media comments and DMs, and engaging with relevant social communities through proactive engagement efforts
  • Handling outbound calls on behalf of our clients to engage with customers requiring further sales assistance
  • Following internal processes and brand voice to respond to all customer inquiries, messages, and concerns, and working with your fellow Digital Support Squad Reps to provide solutions or determine if escalating to the client is necessary
  • Reporting to the Customer Experience Manager, who managed the DSSR team and will assist with questions, training, and client management
  • Assisting with developing the brand marketing strategy, in tandem with the In Social Marketing team, based on your "in the weeds" knowledge of the client's customer base and community
  • Supporting the Marketing team with other efforts such as assisting with our "Last Eyes" process to ensure our deliverables go out perfectly, all while exposing you to other areas of digital marketing that may interest you

JOIN OUR TEAM AND YOU WILL GET:

  • Health benefits
  • Free stuff from our clients
  • Company events (virtually and in-person, when possible!)
  • Honestly, just an all-around fun team (it's so cliché, we know, but we truly feel like a family!)
  • Month-in-advanced schedules (none of that "5 day heads up" like in retail / restaurants!)
  • The opportunity to build a career in digital marketing

If, after reading the above, this sounds like you, then we want to hear from you! We prefer that you shoot us a note to careers [at] insocial [dot] ca with your cover letter and resume. Those candidates will be given priority.

TO JOIN OUR TEAM YOU SHOULD:

  • Have at least 1 year experience working in some sort of customer service role (not necessarily online)
  • Have exceptional interpersonal skills
  • Have comprehensive writing skills
  • Have the strategic capacity to make important judgement calls when handling customer service tasks such as providing refunds, reshipments, or calling out a customer's BS (according to client guidelines, of course!)
  • Love helping people
  • Also love a casual work environment (even though it's from home, we're still pretty cas~)
  • Pay exceptional attention to detail and includes the code dssr2025 in your cover letter
  • You must be able to work days and nights (no overnights) during the week and weekends
  • BONUS: If you speak French!

Average salary estimate

$45000 / YEARLY (est.)
min
max
$40000K
$50000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Service Representative, Social Incorporated

If you're passionate about helping others and want to do it from the comfort of your own home, then join In Social as a Customer Service Representative, also known as a Digital Support Squad Representative! This full-time position is perfect for those who thrive in a dynamic environment where every day is a little different. You'll engage directly with our clients' customers across various platforms, resolving issues and answering queries through social media channels, chats, and phone calls. Plus, you have the chance to contribute to exciting brand campaigns! At In Social, we're more than just a digital marketing agency—we're a family. We focus not only on excellent customer service but also on nurturing our team members' growth. Many of our marketing team members started out as Digital Support Squad Representatives and have advanced into roles like Designer, Account Manager, and Copywriter. Founded in 2015, our Toronto-based agency has a diverse portfolio of clients from skin care to home decor, some of whom are well-known across major media outlets and retail chains. As a part of our team, you'll enjoy health benefits, company events, and a friendly, casual work atmosphere. Work is scheduled in advance to help you balance your life while you help customers find solutions they need. If you're ready to step into a rewarding career in digital marketing, this could be your perfect fit. We want to hear from you, especially if you bring at least a year of customer service experience and a passion for helping people every step of the way!

Frequently Asked Questions (FAQs) for Customer Service Representative Role at Social Incorporated
What are the responsibilities of a Customer Service Representative at In Social?

As a Customer Service Representative at In Social, your main responsibilities will include resolving customer inquiries through various channels such as social media, incoming tickets, and phone calls. You'll proactively engage with relevant social communities, follow internal processes to ensure brand voice consistency, and collaborate with other Digital Support Squad Representatives to determine the best course of action for customer issues. You'll also be reporting directly to the Customer Experience Manager, contributing to the brand marketing strategy based on your insights gained through customer interactions.

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What qualifications do I need to become a Customer Service Representative at In Social?

To secure a position as a Customer Service Representative at In Social, you should have at least one year of experience in customer service, although it doesn't have to be exclusively online. Exceptional interpersonal skills, strong written communication capabilities, and the ability to make strategic judgments during customer interactions are crucial. Additionally, if you love helping people and enjoy a casual work atmosphere, you'll fit right in with our team!

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What is the work environment like for Customer Service Representatives at In Social?

In Social promotes a fun, family-like work environment even while working from home. As a Customer Service Representative, you'll experience a supportive team culture with scheduled shifts planned a month in advance, minimizing any last-minute surprises. Our casual work atmosphere allows you to feel comfortable while efficiently engaging with customers, ensuring you can deliver the best service possible.

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What growth opportunities exist for Customer Service Representatives at In Social?

At In Social, we actively promote from within the Digital Support Squad. Many of our current Marketing team members began their careers as Customer Service Representatives. With comprehensive training, mentorship, and hands-on experience, you’ll have the chance to discover your interests within digital marketing and work towards becoming a part of our marketing team. We believe in fostering talent, so your career growth is a priority for us!

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Does In Social offer any benefits for Customer Service Representatives?

Yes, In Social provides a range of benefits for our Customer Service Representatives. Expect health benefits and fun perks like free products from our clients. We also value team bonding and host both virtual and in-person events when possible. Overall, we strive to create a supportive and lively work atmosphere that enhances both your personal and professional growth.

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Common Interview Questions for Customer Service Representative
How would you handle a difficult customer situation as a Customer Service Representative?

In responding to a difficult customer, it's vital to stay calm and listen actively to their concerns. Acknowledge their feelings, and assure them that their issue will be addressed. Use your comprehensive knowledge of the situation to provide a solution or escalate the matter as necessary, always ensuring to follow company guidelines for handling refunds or exchanges.

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Can you describe a time you went above and beyond for a customer?

When discussing a time you went above and beyond, choose an example where you took initiative to resolve a customer’s problem effectively. Highlight how your actions directly contributed to a positive outcome, such as a satisfied customer or a successful sale. This demonstrates your commitment to exceptional service and your ability to think on your feet.

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What do you think is the most important skill for a Customer Service Representative?

The most important skill for a Customer Service Representative is effective communication. It's essential to convey information clearly and empathetically, ensuring customers feel supported. This means not only delivering solutions but also engaging with them to understand their needs and concerns thoroughly.

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How do you prioritize tasks when facing multiple customer inquiries?

Prioritizing tasks starts with assessing the urgency and importance of each inquiry. Organize them based on the potential impact on customer satisfaction and satisfaction. A strategic approach involves addressing issues that require immediate attention first while keeping track of others to ensure no customer feels neglected.

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Why do you want to work for In Social as a Customer Service Representative?

Show your appreciation for In Social's unique work culture and engagement with diverse clients. Discuss your eagerness to be part of a growing company that values career development and promotes from within. Highlighting your alignment with the company's vision will demonstrate genuine interest in being a cohesive part of the In Social team.

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How do you keep up with product changes and client needs?

Keeping up with changes requires a proactive approach. Subscribe to newsletters, engage in training sessions offered by the company, and frequently review internal updates. Additionally, maintaining an open line of communication with colleagues and supervisors is crucial to understanding market trends and customer expectations.

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What tools or software have you used in previous customer service roles?

Mention any customer service tools you have experience with, such as ticketing systems, live chat software, or CRM tools. If you have used tools like Gorgias or Aircall, point that out, as familiarity with these systems would be beneficial for the Customer Service Representative role at In Social.

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How do you handle feedback and criticism?

Handling feedback positively is key to personal growth. Show that you welcome constructive criticism as an opportunity to learn. Provide examples of how you've utilized feedback to improve your skills or performance, demonstrating a commitment to continual personal and professional development.

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What steps would you take if you don’t know the answer to a customer’s question?

If you encounter a question you can’t answer, reassure the customer that you will find out the information as soon as possible. Utilize company resources or escalate the inquiry to a supervisor to ensure the customer receives accurate and timely answers. This shows your commitment to delivering quality service.

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What strategies do you use for active listening?

Active listening strategies include giving the customer your full attention, using affirmations to show understanding, and paraphrasing their concerns. Ask follow-up questions to clarify needs and ensure you’re addressing their issues accurately. This demonstrates empathy and builds trust with the customer.

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DATE POSTED
March 11, 2025

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