We are characterized by our strong focus on innovation, customer centricity and partnerships.

The Customer Service

Representative (CSR) is essential to maintaining a world-class customer experience for WSA Canada business to business (b2b) customers. As a CSR, you will act as a primary point of contact for customers (clinics carrying our hearing devices and products) submitting inquiries and concerns via phone, chat, email, and fax. This role is critical in providing support to our customers as you action requests efficiently, professionally, and positively about our products and services while maintaining accurate records to drive a seamless customer experience.

This is a permanent full-time position. Ideal candidates will be based within the Burlington, Ontario region (or surrounding areas) as this is a hybrid working model with an average of 3 days per week onsite at our Burlington (Mainway) head office.

Providing exceptional customer service: Handle high-volume multi-channel (email, phone, chat, fax) customer inquiries in a timely manner. Respond to customer concerns professionally and proactively. Determine customer requirements and escape questions and concerns as needed.

Maintain customer records and files: Maintain electronic customer records based on interactions. Perform order entry based on WSA’s SOPs (standard operating procedures) to ensure accuracy. Stay abreast of industry changes and competitive intelligence to best service our customers.

Support business needs by performing other duties as assigned. Provide support on special products and other members of the department. Secondary school or equivalency, post-secondary education or relevant certificates or courses would be an asset. ~ Fully bilingual in French/English (oral and written) is required for communication with French-speaking customers nationally, including in the province of Quebec.



~2+ years of direct experience in a high-volume B2B (business to business) customer service capacity handling multiple inbound channels. ~ Hearing health or assisted device experience would be a definite asset. ~ Technical proficiency and comfortability adopting and leveraging current software and tools.

Experience with RingCentral (or other virtual calling/faxing platforms), Microsoft Outlook, Microsoft Teams, Microsoft Excel, Salesforce (or other CRM platforms), Magento/Adobe Commerce (or other ecommerce software) is required. ~ Commitment to accuracy and maintaining detailed and concise records with direct experience maintaining customer contact records in a CRM platform, ideally Salesforce. ~ Commitment to delivering an exceptional customer experience to differentiate WSA and our products within the hearing care market. ~ Ability to use sound judgement in decision-making while interacting with customers to ensure the best customer experience. 50,000 - $55,000 annual base salary based on experience + annual bonus entitlement ~ Day shift Monday to Friday working hours with no weekends/holidays worked ~ Employer-paid health, dental and vision benefits upon day one of hire ~ Generous vacation and personal day policies ~ A culture that promotes inclusivity and a shared passion in making a positive impact in our community WSA acknowledges that this posting represents a current, existing vacancy. We use an Applicant Tracking System to post vacancies and manage candidate data; Artificial Intelligence is not used in the decision-making process in screening or interviewing candidates, however, may be used for note-taking or automations such as email communication. WSA is committed to fair and accessible employment practices, and we welcome and encourage applications from candidates with disabilities.

Accommodations are available on request for candidates taking place in all aspects of the selection process;

📌 Customer Service Representative - Bilingual (French/English) (Burlington)
🏢 HearCanada
📍 Burlington