About

• URGENT: Customer Success & Complaints Specialist (experience in retention, scheduling coordination, or complaint resolution is preferred)
• Application Deadline: 18 October 2025
• Department: Operations
• Employment Type: Full Time
• Location: Toronto
• Compensation: $4.00 - $6.00 / hour

• Description
• Handle last-minute scheduling changes and cancellations by coordinating alternatives, rebooking, and offering solutions to prevent lost business.
• Resolve customer complaints with empathy, professionalism, and a customer-first mindset, ensuring every interaction strengthens trust and loyalty.
• Proactively identify opportunities to retain clients through personalized problem-solving and value-driven conversations.
• Collaborate with internal teams to adjust schedules, resources, and priorities in real time while maintaining operational efficiency.
• Document customer feedback and recurring issues to support continuous process improvements.
• Ensure all communication is genuine, empathetic, and solution-oriented rather than scripted or transactional.

Hard Requirements

• Proven experience in customer service, retention, scheduling coordination, or complaint resolution.
• Demonstrated ability to strategically resolve customer concerns with empathy and creative thinking.
• Strong multitasking skills and comfort working in fast-paced, high-pressure environments.
• Excellent communication skills (verbal and written) with the ability to de-escalate sensitive situations.
• High emotional intelligence and resilience when managing challenging conversations.
• Strong organizational skills and adaptability to manage shifting schedules.

Schedule

• 40 hours per week
• Monday to Friday
• 9AM - 6PM Eastern Standard Time Zone

Offer and Benefits

• $4-$6USD/hour
• HMO coverage after 1 year of employment.