Customer Service Associate

We’re Hiring: Customer Service Associates (Day & Night Shifts)

Location: St. Catharines, ON (100% On-site)
Pay Rate: $20.00 / hour (Day Shift) $21.50 / hour (Night Shift) + $1,000 Signing & Retention Bonus
Start Date: As soon as possible
Contract: Up to 12 months with possibility of extension

Are you a high-touch customer service professional passionate about the future of technology? Randstad is seeking Customer Service Associates to join a fast-paced team in St. Catharines. In this human-led, high-judgment role, you will work directly at the intersection of premium client support and cutting-edge artificial intelligence—handling complex customer interactions, reviewing AI call transcripts, and training AI platform models!

Shift Options Available :Day Shift: 8:00 AM – 5:00 PM EST ($20.00/hour)
Night Shift: 5:00 PM – 2:00 AM EST ($21.50/hour)
Schedule: Operational coverage 7 days a week (staggered schedules; 40 hours/week)

Advantages
- Competitive hourly pay with reliable weekly direct deposit. $1,000 Bonus Structure: $500 Contract Commencement Bonus after completing 4 consecutive weeks of service. $500 Contract Completion Bonus after completing 12 weeks of service. (Applicable taxes withheld).
- Fast-tracked hiring process.
- Hands-on experience in AI platform calibration and technology-enabled customer operations.


Responsibilities
Serve as a workflow subject matter expert by reviewing, annotating, and refining AI call transcripts and training materials.

Directly handle high-value, complex, or escalated customer calls with exceptional professionalism and composure.

Evaluate AI agent interactions for tone alignment, factual accuracy, and procedural adherence, providing clear feedback for platform improvement.

Act as a quality backbone by bridging the gap between AI automation and real-world customer service standards.

Identify service bottlenecks, escalation triggers, and failure modes to recommend system updates and user experience enhancements.

Maintain high quality metrics including CSAT, resolution rates, and tone scoring across communication channels.


Qualifications
2 years of experience in high-touch customer service, hospitality, concierge, or technical customer support roles.

Excellent written and verbal English communication skills with strong emotional intelligence and attention to detail.

Comfort working in fast-paced, tech-enabled environments with ambiguous or evolving workflows.

Strong analytical mindset capable of spotting gaps, factual errors, and tone misalignments in automated responses.

Summary
This is a unique opportunity to shape the future of customer service by combining your frontline communication expertise with advanced AI technology. Working 100% on-site in St. Catharines, you will play a critical role in training AI models, evaluating platform output, and delivering elevated customer experiences.

If you are analytical, detail-oriented, and ready for a contract starting by the end of September, apply online today for the AI Customer Experience Specialist position or send your resume directly to andrea.francis@randstad.ca for immediate consideration!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.