Customer Service Representative

Consensus Cloud Solutions is a publicly traded, leading digital cloud fax and interoperability solutions organization in the United States and globally, focusing on connecting and empowering healthcare providers, payers, care teams, and technology innovators to unify multiple systems that wouldn’t otherwise talk to each other. Consensus is a trailblazer in our industry and believes that data transformation will reshape the world of healthcare.

Founded over 25 years ago, Consensus leverages its technology heritage to move from simple digital documents to advanced healthcare standards (HL7/FHIR) for secure data transport, as well as Natural Language Processing (NLP) and Artificial Intelligence (AI) to convert unstructured to structured, analytics-ready data, helping users unveil information that is meaningful and actionable for better patient care.

Consensus leads the industry in data exchange solutions and we’re only getting started! With exciting new initiatives on the horizon, we are continuing our strategic expansion and we are looking to add to our diverse team of innovators.

Now is the ideal time to join us in our mission to solve healthcare’s biggest challenges, and work collaboratively with a diverse team of like-minded self-starters and partners to accomplish it.

Consensus Cloud Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We offer many remote and hybrid career opportunities.

How you will impact the organization…

We are seeking a dedicated professional committed to delivering an outstanding experience to every customer. Key qualities for success in this role include enthusiasm, passion, and energy. While prior call center experience is not mandatory, a solid background in customer service is essential.

The successful candidate will provide phone and email support to prospective and existing eFax corporate and consumer clients, handling everything from account setup, logins, and technical troubleshooting to billing inquiries, plan changes, cancellations, and general customer care.

The value you will deliver…

• Deliver exceptional customer support, manage general inquiries and cancellation requests, and appropriately escalate complex issues or complaints.
• Customer Retention & Follow-up: Retain existing customers inquiring about service cancellation via phone or email, and maintain proactive communication regarding open account inquiries.
• Billing Support: Periodically contact customers to assist with payment collection and processing updates to payment methods.
• Documentation & Reporting: Accurately track, log, and report details for all inbound and outbound customer interactions within internal company systems.
• Product Expertise & Problem Solving: Build and maintain a thorough understanding of company offerings, policies, and procedures to effectively diagnose and resolve customer issues.
• Offer regular insights, operational feedback, and recommendations for improvement to management when needed.
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.

What you will bring to the table…

• Previous customer service experience is a must (call centre experience is an advantage).
• Excellent verbal and written communication proficiency in English is required; fluency in French is considered an asset.
• Must be enthusiastic, friendly, professional, polite, and have a great attitude.
• Great soft skills – empathy, patience, being calm, positive, active listener etc.
• Strong attention to detail, follow up skills and ability to multi-task.
• PC proficiency; Knowledge of MS Word, Excel and Outlook.
• Ability to work both independently and as part of a team environment.

You will stand out if you also have…

• Proficiency/fluency in French
• Great soft skills – including empathy, patience, composure, a positive attitude, and active listening capabilities.
• Demonstrates exceptional multitasking capabilities, meticulous attention to detail, and consistent follow-through skills.

Remote Roles

• Location requirements: Fully remote within Canada.
• Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
• Technology requirements: Reliable, high speed internet
• Eligible for sponsorship: No

Hourly Roles with commission

The compensation for this role is up to CAD 18.00 - CAD 27.75 an hour. This position may be eligible for pre-approved overtime. Also included in this package for this position for compensation considerations may also include ESPP, accrued vacation, sick time, holidays and benefits. This job doesn't have an expiration date and will remain open until a qualified candidate is hired.

We are not accepting agency submissions for this role.

To learn more about us visit consensus.com