Customer Service Specialist (English & French - Speaking) - Night Shift

At Northern Communications, we are committed to delivering reliable, secure, and innovative communication services that help keep communities and businesses connected. For over 70 years, our team has supported organizations across Canada & the United States with a strong focus on trust, professionalism, and care. We’re growing and excited to welcome new team members who value collaboration, continuous learning, and meaningful work.

Northern Communications provides essential services including business communications, emergency call handling, mobile messaging, call tracking, and secure data management. Backed by advanced monitoring systems and highly trained specialists, we ensure every interaction is handled with accuracy, efficiency, and safety. If you’re looking to make an impact with a team dedicated to excellence and community, we’d love to hear from you. Learn more at www.northerncom.com.

What this role is about

As a Customer Service Specialist, you’ll be the friendly, dependable voice people trust when they need guidance or support. Every call is an opportunity to help — whether you’re assisting the public, answering questions, or coordinating dispatches to ensure the right response for non-emergency situations. You’ll use advanced communication tools and clear procedures to gather information, assess needs, and make sure each caller feels heard, supported, and cared for.

This role is ideal for someone who thrives on helping others and enjoys solving problems in real time. You’ll bring empathy, focus, and professionalism to every interaction, contributing to Northern Communication’s mission of delivering reliable service and peace of mind. Join a team that takes pride in connecting people to the help they need — and making a real impact, one call at a time.

What you’ll do

- Serve as a caring and reliable point of contact for callers seeking help or information, listening with empathy and ensuring each concern is handled with care and accuracy.

- Assess the situation and coordinate the appropriate response or dispatch as needed, following established procedures to ensure timely, effective, and caring service.

- Send follow-up communications by email or text as needed, sharing important updates or details and ensuring callers feel supported and informed.

- Operate various computerized communication consoles, associated equipment, software and websites to receive, assess, and relay information from the public to clients in a courteous, accurate, and expedient manner.

- Stay composed and positive, guiding interactions with the public, clients, and colleagues with clarity and care.

- Stay current on procedures and best practices, participating in coaching and quality reviews to ensure consistently excellent performance.

- Protect sensitive information with confidentiality and handle all communications with the highest level of discretion.

- Be a team player, stepping in to assist colleagues and sharing your knowledge to help train and empower others.

What we’re looking for in our ideal candidate:

- Experience & Certifications: Secondary School Diploma required. Prior experience in customer service is a plus, though we value other experiences that prepare you for this role and all applicants are welcome to apply.

- Composure & Empathy: Approach each call with kindness, empathy, and professionalism — remaining composed while going above and beyond to make every caller feel heard and cared for.

- Exceptional Communication: Use active listening and compassionate communication to understand each caller’s needs, offer calm direction, and ensure information is recorded clearly and accurately.

- Technical Proficiency: Maintain a typing speed of thirty (30) words per minute and demonstrate the ability to quickly learn company-specific software and communication equipment.

- Adaptable & Proactive: Thrive in a fast-paced environment and be comfortable shifting between tasks. Eager to receive feedback, embrace coaching, and proactively apply new learnings. Stay attentive and concentrated for extended periods, even when managing multiple tasks or priorities.

- Collaborative Mindset: Work with empathy, respect, and teamwork at the core — supporting your colleagues and the people you serve with genuine care and collaboration.

- Criminal Record Check: Applicants must submit a clean criminal record check prior to being employed.

Working Environment:

- General Office Environment: You'll be working in a general office environment.

- Computer-Based Work: The role requires you to sit or stand at a computer for extended periods, with visual exertion and manual dexterity for computer work.

- High-Security Site: Our site is highly secure, utilizing biometric and key card access, as well as alarm codes in some areas.

- Recording & Restricted Electronics: Be aware that some areas have 24/7 video and audio recording. There are restrictions on the use of personal electronics, cell phones, and internet access in certain areas due to privacy reasons.

- Exposure to Stressful Situations: Due to the nature of calls, you may be exposed to emotionally disturbing experiences and interactions with people who are upset, angry, or unpredictable.

- Shared & Scheduled Workspace: You will work in a shared workspace, operating on a 24/7 shift schedule that includes working on weekends and holidays.

What we offer:

- Competitive Pay & Benefits: A competitive hourly wage starting at $18.88, with an additional $0.50 per hour for French or Spanish language skills. Full-time employees are eligible for a comprehensive benefits package and a pension plan.

- Comprehensive Training Program: Our training program is designed to set you up for success through a structured, step-by-step approach. You’ll learn one service type at a time—mastering each stage before progressing to the next. This allows you to build confidence and competence as you go, supported by experienced trainers every step of the way.

- A Fun & Vibrant Culture: A dynamic and fun work environment that celebrates a great team with events like staff appreciation parties and summer BBQs.

- Meaningful Mission: The chance to be part of a passionate and highly talented team solving one of the largest challenges globally.

If you're curious to learn more about Northern Communications, you can check out www.northerncom.com!

Northern911 is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

Interested in the role but you don’t meet 100% of the requirements? We’d love to hear from you! We encourage you to apply; we’d be excited to see if your unique skill set and experience could be a match.