Care & Support Representative (Temporary Contract)

Job description

Full-time, temporary, fully remote, vacant position Who We Are The Canada Homestay Network Society is a non-profit society, that has helped tens of thousands of students find a home away from home in Canada. We connect international students with compassionate and caring families in Canada, creating enriching cultural experiences for both students and host families for the past 30 years. Be part of something that matters! Join a new team that connects international students with compassionate and caring families in Canada, creating enriching cultural experiences for both students and host families. About the Care & Support Representative position The Care & Support Representative (CSR) is an essential team member and plays a critical role in ensuring the overall success of the homestay program. The CSR uses sound and reliable judgement to make decisions that directly impact the various stakeholders, and ultimately CHN’s reputation and client relations. CSRs will naturally be effective at collecting detailed facts, organizing information, participating in ongoing relationship building, reducing inconsistencies, and bringing order out of chaos. The CSR will report to the Care & Support Lead and/or the National Operations Lead and are responsible for building and maintaining positive working relationships with international students, host families, international agencies, and our clients. This is a temporary, full- time remote position across Canada with a schedule of 30-40 hours per week with hours scheduled between 8:00am to 8:00pm EST, Monday to Friday. This role is a fixed-term contract position with an anticipated end date of January 2027. The hourly pay ranges from $18.00 to $23.00, inclusive of regional differentials and based on previous experience. Key Responsibilities Deliver meaningful and effective client care through acknowledgement, authenticity, and understanding unique needs Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with our clients and colleagues Take ownership and follow-up (TOFU) – take ownership over the customer experience and provide thorough follow-up, collaborating with team members when necessary Communicate and develop effective working relationships with colleagues, clients, students, agents, and hosts following CHN policies and protocols for methods, timing, and documentation of all such communications and transactions Engage with colleagues, host families, and students in order to monitor, manage, and bring closure to homestay inquiries and customer requests Escalate crisis situations in a prompt and caring manner to the Care & Support Lead, Local Relationship Manager, Regional Director, and/or third-party mental health services Collaborate with colleagues for second opinion and support in an organizational culture that encourages and depends on teamwork for positive outcomes The successful candidate will have 1+ years of Customer Service experience Excellent Word, Excel, Email, and Database skills Post-Secondary Certificate or Diploma in a relevant discipline, preferred Experience working with international students and a variety of cultures is strongly preferred Positive interpersonal skills and highly effective at de-escalating challenging customer interactions Ability to work independently and autonomously in a virtual office environment Ability to work in a team Strong verbal and written English communication Strong problem solving and organizational skills, with high attention to detail Working Conditions Fully remote 30-40 hours per week with hours scheduled between 8:00am to 8:00pm EST, Monday to Friday. Seasonal demands for registration, relocations, and respites (Fall and Winter intake) Vacation blackout from August 15th – September 15th annually How to Apply: To view the full scope of this role, please view the complete job description . If you are interested in communicating with cultures from around the world and helping change international students live while in Canada, please apply with your cover letter and resume. We thank all those who apply but only those applicants who are selected for an interview will be contacted. Our recruitment process relies on human review. We do not use artificial intelligence (AI) tools to screen, select, or assess candidates. CHN is a Living Wage certified employer and determines our compensation based on where our team members live and work by using geographic differentials. As the living wage varies greatly across Canada, the differentials ensure that CHN is able to invest significantly in fair compensation packages across the country. The posted wage range for this role is inclusive of all regions as we are considering candidates from across the country.