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 permanent, full-time remote position offering 30 to 40 hours per week. The hourly pay ranges from $19.85 to $22.80, 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 to 40 hours per week
• Full availability is required (weekdays, weeknights, and weekends)
• Seasonal demands for registration, relocations, and respites (Fall and Winter intake)
• Vacation blackout from August 15th – September 15th annually

To view the full scope of this role, please view the complete job description.