{"id":2554148,"url":"https://alion.io/job/new-era-technology-customer-service-representative-2","title":"Customer Service Representative","company":{"id":4303,"name":"New Era Technology","domain":"neweratech.com","url":"https://alion.io/company/new-era-technology","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":9,"ghost_share":0,"stale_share":0.444,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA","MX","AG","AW","BS","BB","BZ","BM","VG","BQ","KY","CR","CW","DM","DO","SV","GL","GD","GP","GT","HT","HN","JM","MQ","MS","NI","PA","PR","KN","LC","PM","SX","TT","TC","VI"],"hiring_countries_total":36,"salary":{"min":20,"max":22,"currency":"USD","period":"hour","gross":null,"usd_annual":44000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-10-14T16:06:36Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-18T17:28:55Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.\nAt New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service.\nIf you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together\nJob Type: Part Time, Permanent \nCompensation: From 20,00 $ to 22,00 $ per hour \nScheduled Hours: Flexible, minimum of 20 hours weekly with flexibility to be scheduled up to 37.5 hours weekly as needed\nPRIMARY DUTIES:\nThe Customer Service Representative (GSR) is a role supporting inbound customer service for the group savings and retirement sector of an insurance company. \nHIERARCHY:Customer Service Representative (GSR) reports directly to the BPO Team Lead who reports to the BPO Senior Manager who reports to the BPO Practice & Customer Success Director who reports to the Executive Vice President CX Practice who reports to the President of the Global Video Transformation division who reports to the Chief Executive Officer.\nPRIMARY TASKS AND RESPONSIBILITIES:\nRespond to participant inquiries about their employer-sponsored savings and retirement plans.\nAssist clients with transactions (withdrawals, deposits, retirement rollovers).\nProvide general information about the organization.\nRefer clients to specialists when needed.\nReceive, understand, resolve complaints, and offer solutions.\nProvide support and guidance while complying with internal policies.\nPerform additional related tasks as assigned by the Service Manager.\nMaintain strong client relationships through follow-up.\nIdentify and suggest improvements to enhance our services.\nAdhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.).\nOther duties as assigned.\nCOMPENTENCIES:\nStrong, clear and effective English and French written and verbal communication skills\nAttention to detail and accuracy.\nExceptional team spirit and proactivity\nExceptional time management and multitasking abilities. \nRemaining positive and persistent\nGood organizational skills\nAbility to work in a team. \nFlexible, reliable and trustworthy. \nExcellent interpersonal and communication skills\nAnalytical thinking, initiative\nCompliance with standards and deadlines\nProtecting confidentiality\nExceptional Attendance and punctuality\nQuality-focused, responsible, organized, able to prioritize\nTime management skills to multitask and adhere to SLAs.\nREQUIRED EDUCATION & EXPERIENCE:\nHigh school diploma or equivalent\nCustomer Service: 1-3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus.\nUser experience with good working knowledge of the Office Suite\nComfortable with technology\nGroup Savings and Retirement product knowledge is an asset\nTECHNICAL REQUIREMENTS:\n\nMicrosoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint\nGenesys Cloud CX, a plus\n\nLANGUAGE SKILLS: English & French\nFluency in French and English (spoken and written). Over 80% of New Era’s clientele is English-speaking.\nWORK ENVIRONMENT: This role will be performed remotely. \nPHYSICAL DEMANDS: Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute\nEXPECTED HOURS OF WORK: Typically, 37.5 hours/week - Monday to Friday, day/evening shifts (8 AM-8 PM rotation). Overtime may be offered on occasion. \nTRAVEL: No\nBENEFITS AND COMPENSATION:\nBenefits:\nComputer equipment provided. \nNo sales or solicitation. \n37.5 hours per week, Monday to Friday. \nDynamic work environment and great team. \nPaid training. \nQuick onboarding. \nCompensation:\nStarting salary: $19-$21 per hour (CAD)\nTwo paid sick days (after 3 months of employment). \nTwo weeks of vacation. \nRRSP program (available after 6 months of employment). \nPaid holidays. \nGroup insurance (available after 3 months). \nQUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.\nEEO/AA Statement\nNew Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. \nIn addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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. \n\nBelow is the pay range of this position for considered candidates based on qualifications and experience.\nPay Range\n$20—$22 CAD\nNew Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).\nView our Privacy Policy here https://www.neweratech.com/us/privacy-policy/\nWe never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. 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