Job Description

TLS is a brand experience center devoted to supporting a select group of North American brands in delivering their brand promise. Based in London, Ontario we have honed our craft of shepherding customers towards having their needs met and taking customer engagement to a deeper level for over twenty years.



"We create meaningful interactions by engaging in the moment."



In partnership with our brands, TLS holds consciousness and remains united in consistently delivering exceptional brand experience.



Join the TLS Brand Experience Center and be part of a team that genuinely cares for our customers and each other! We are currently seeking bilingual MomentMakers to work with us.



Why work with us? Our exceptional customer experience is based on trust and care for one another. We believe in empowering our team members to use their unique skills to make a positive difference for our customers and those around us. We celebrate high performance and success.



At TLS, you will learn and develop personal and service skills in our unique Brand Experience Centre, which focuses on the home improvement industry across North America. We represent well-known companies such as CertaPro Painters, Paul Davis Restoration, and California Closets.



We offer both work from home and in-office opportunities. Check out our website at http://www.tlscv.com/ to learn more about us.

Position Summary:

We seek a smart, enthusiastic, caring, and organized person to work at our Brand Experience Centre in downtown London, Ontario. In this role, you will provide customer service by phone, email, and website, demonstrating a deep personal caring for the customer and making it easy and quick for them to get the services they need.

Key Skills:

Ability to develop positive relationships with customers by listening and caring



Passionate focus on the present communication with customers

Use diplomacy and tact to diffuse high-tension situations

Become a trusted and direct individual

Listen intently and probe for detailed information, recording information and problems accurately

Use creative ideas to solve problems, looking beyond the obvious and not stopping at first answers



Work independently, commit to high performance, and achieve goals

Keep up to date on the policies, procedures, and service offerings of the brands

Remain well-organized, flexible, and able to meet schedules and quality standards in a fast-paced environment

Excel at gathering and entering information into a database with speed and accuracy

Responsibilities:

Respond to incoming communication from customers, including telephone, email, and websites

Represent the brand to meet the needs of the customer

Follow guidelines and scripts to meet the brand's needs

Schedule leads and appointments

Accurately record customer information into the brand database/platform



Perform quality checks and correct errors

Probe for additional information when needed

Achieve performance goals/targets

Availability:

Hours of operation are 365/24/7



Working hours will be determined by operating requirements and personal availability

Full-time and flexible availability preferred

Qualifications:

Bilingual in English/French

Secondary school diploma or equivalent



One year of customer service experience is preferred



Join our team of caring and dedicated MomentMakers at TLS



TLS is an equal opportunity employer and employs without regard to age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status (including single status), gender identity, and gender expression, receipt of public assistance (in housing only), record of offences (in employment only) sex (including pregnancy and breastfeeding), sexual orientation. TLS is alert and sensitive to issues of fair and equitable treatment for all.