Customer Service Tier 3 (Interim)

At Everest Solutions, we’re all about people - bringing them together, making them feel valued, and connecting them to meaningful experiences. We help our clients and partners achieve lasting success by delivering innovative solutions and personalized services that make a real impact. ABOUT EVEREST SOLUTIONS AND IMAGES LTD. You may recognize our work under a different name. Everest recently expanded through the acquisition of Lifetouch Canada’s school photography business, bringing together experienced teams and trusted photography programs under the Everest brand. While our name may be new to some candidates, our commitment to quality, professionalism, and positive school partnerships remains unchanged. Everest Solutions and Images Ltd . is a leading school photography company serving schools and communities across Canada. We capture confident smiles and milestone moments - from kindergarten through graduation day. We partner with schools and families to: Deliver high‑quality school photography Create a smooth, well‑organized Picture Day experience Provide professional service from start to finish WHAT WE STAND FOR At Everest, how we work matters just as much as what we deliver: Wellbeing Comes First - We put people at the center of everything we do and create an environment where everyone feels supported and valued Raise the Standard - We take pride in quality, professionalism, and going above and beyond Own It Together - We work as a team, support one another, and follow through on our commitments Lead with Curiosity - We stay open, creative, and always look for better ways to do things Work Hard, Enjoy the Journey - We bring energy to our work while keeping things positive and collaborative POSITION SUMMARY The Customer Service Tier 3 role serves as a subject matter resource within the Customer Success team by providing peer support, operational guidance, and assistance with escalated customer concerns. This role acts as a first point of contact for agents requiring support with systems, procedures, workflows, and complex customer interactions. The Customer Service Tier 3 employee helps promote service excellence by supporting agent development, identifying operational trends, sharing best practices, and contributing to continuous improvement initiatives. Assignment Term: September 8, 2026 - December 19, 2026 PRIMARY DUTIES AND RESPONSIBILITIES Monitor contact center queues and agent availability to help maintain coverage and meet operational targets. Identify recurring customer concerns, system issues, workflow gaps, or training needs and recommend improvements to enhance service quality and efficiency. Provide peer-to-peer support, guidance, and real-time assistance to contact center agents handling customer inquiries, complex cases, or challenging interactions. Act as a first point of contact for agents seeking clarification on procedures, systems, workflows, account handling, and service expectations. Support escalated customer concerns by reviewing case details, identifying the issue, gathering required information, and helping determine the appropriate next steps. Assist with de-escalating customer situations by promoting calm, professional, empathetic communication and ensuring customers receive clear and accurate information. Identify trends in escalated issues, customer complaints, process gaps, system concerns, or knowledge opportunities and share observations with leadership. Give feedback on da ily operations by sharing best practices, reinforcing quality standards, and encouraging consistent use of approved processes. Support new and developing agents by answering questions, helping them navigate systems, and reinforcing training materials. Maintain professionalism, confidentiality, and sound judgment when handling customer information, agent concerns, sensitive situations, and operational updates. Contribute to a positive team environment by promoting collaboration, accountability, knowledge sharing, and continuous improvement. REQUIREMENTS Must have shift flexibility to support coverage within our hours of operation. This role will remain on phone contacts for approximately half of the scheduled shift, depending on business needs. Demonstrate a proven track record of reliability and consistent attendance. Must have a minimum of six (6) months of experience within the Customer Success team. QUALIFICATIONS High school diploma or equivalent. Post-secondary education is considered an asset. Previous customer service experience, preferably in a contact center environment. Must be legally authorized to work in Canada and able to perform work from within Canada. Successful completion of a criminal background check in accordance with applicable laws. KNOWLEDGE, SKILLS, AND ABILITIES Strong customer service skills with a focus on delivering an exceptional customer experience. Excellent verbal, written, and interpersonal communication skills. Strong problem-solving and decision-making abilities. Strong organizational skills and attention to detail. Ability to manage competing priorities in a fast-paced environment. Ability to maintain professionalism and confidentiality when handling sensitive information. Demonstrated ability to support, coach, and guide peers in a collaborative environment. Strong computer skills. Ability to multitask and work effectively across multiple systems and functions. Ability to work a flexible schedule Demonstrated initiative, and accountability without direct supervisory responsibility. PHYSICAL REQUIREMENTS This role involves routine physical activities required to perform job responsibilities effectively. Employees may be required to sit for extended periods, use computers and telecommunication equipment throughout the workday, and perform repetitive hand and finger movements associated with keyboard and mouse use. WORK ENVIRONMENT This is a remote, computer-based role requiring extended periods of sitting, screen use, and virtual communication. The role requires the ability to multitask, maintain attention to detail, and remain focused in a dynamic, fast-paced customer service environment. Applications will be accepted until the position is filled.