Customer Service Associate

Customer Service Associate

Duration: Permanent

Location: Calgary

Shift Hours:  

Saturday & Sundays: 8:00am to 5:00pm Mountain Time

Mon, Tues, Wed:  10:00am to 7:00pm Mountain Time

The Customer Service Associate is responsible for providing an exceptional customer experience for inbound sales and service inquiries. They receive phone calls/chats/emails to handle many aspects of sales and service, including price quotations, product and licensing information, negotiation, and problem resolution. They collaborate with the sales team by providing administrative assistance and general support. The Customer Service Associate will use various computer systems to document and review customer and sales data. This position is key in growing customer relationships and is vital to the success of our brand.

• Positive with a growth mindset
• Helping people energizes and motivates you
• You are efficient and effective at solving problems
• You know that good communication requires active listening
• You are driven to keep things organized and get things done

• Handle inbound sales and service inquiries from customers transacting on our ecommerce websites, providing pre- and post-sale support, including (but not limited to) billing, account admin, tech support, quoting, and price negotiation
• Interact with customers via phones, live chat, and email
• Research and problem-solve to determine most appropriate and efficient solutions for customer issues
• Handle the sales cycle and process for a specific set of products and customers
• Educate customers on general licensing, search, and site features, and how to self-serve via our ecommerce websites
• Establish customer needs through thoughtful discovery questions and active listening, then strategically recommend the best solution or connect the customer with the appropriate Sales team
• Consistently meet expectations around Key Performance Indicators (KPIs) and Getty Images’ Leadership Principles
• Operate with understanding, apply active listening, patience, emotional intelligence, and understanding to customers and colleagues alike
• Engage with teammates, your direct Manager, and other team members across many levels of the organization using virtual collaboration tools such as Zoom, Slack, and webcams
• Demonstrate engagement, curiosity, and a desire to grow and learn
• Adhere to a published schedule to ensure maximum availability that leads to fast response times and excellent service levels

• 2+ years of customer service or inbound sales experience
• Fluency in English and Spanish is required
• Excellent customer service skills, including the ability to establish rapport, influence, and de-escalate
• Good at problem-solving, solution-oriented with an optimistic perspective
• Strong interpersonal, organizational and communication skills
• Comfortable working independently and resourcefully to tackle problems
• Confidence working in a changing environment both externally and internally, for an international company
• Strong typing skills and proficiency using computers for accurate data entry, information searching, and customer communications
• An ability to effectively manage time, multi-task (e.g., maintain several live chat conversations while navigating computer applications and taking notes), and perform well in a fast-paced environment)
• Flexibility to work between the hours of 6:00 a.m. MST and 9:30 p.m. MST including weekends and holidays, based on business needs
• Our positions are hybrid, and we require our agents to have the following for their home office to be successful: High speed internet (hardwired 30 Mbps download and 10 Mbps upload) and a safe, secure and distraction free space with an ergonomic set-up.

There’s a story in every picture, a narrative in every frame. 

We believe in the power of visuals. As a leading visual content creator, our three brands–Getty Images, iStock, and Unsplash–offer a full range of content solutions to meet the needs of any customer, whatever their size, location, or budget. Whether the goal is commercial or philanthropic, revenue-generating or society-changing, market-disrupting or headline-driving, our visuals help any brand, business, or organization communicate more effectively with their target audience and urge them to action. In other words, we know how powerful an image or video can be—and that it can move the world. 

Working at Getty Images 

Our goal is to be one of the best places to work globally, which means we’re dedicated to providing experiences and resources that allow you to do your best work. Foundational to our culture are our Leadership Principles, which are the shared values that guide how we come together to do our work. We raise the bar and collectively bring solutions while exercising trust, transparency, and care. We actively reject biased behavior and are inclusive of different voices, perspectives, and experiences. We focus on our customers and deliver on our commitments and commercial goals. 

We foster a collaborative and supportive environment that prioritizes delivering results efficiently and using time wisely, so that all employees can achieve balance between commitments to the company and health and well-being in our lives. We value the importance of rest and recovery ranging from company-paid holidays to time away from work.

Getty Images Holdings, Inc. is a publicly traded company, and its common stock is listed on the New York Stock Exchange under the symbol "GETY". You may be eligible to participate in our employee Stock Purchase Plan, which allows employees to purchase company stock at a 15% discount to market. 

Our employees’ growth, development, belonging, and engagement are important investments. We offer learning experiences ranging from leadership development, diversity and inclusion training, mentoring programs, a high potential program, and professional and skills development. We prioritize staying connected in our hybrid-working world and encourage participation in global morale events and local gatherings, as well as finding community in one or more of our Employee Resource Groups. Learning about our business is paramount, and our open and transparent culture means you’ll have direct access to experts and senior leaders via open forums, all hands, and content hours. 

Getty Images believes that diversity is critical to our success in moving the world and is committed to creating an inclusive, mutually respectful environment that celebrates diversity. We seek to hire based on merit, competence, performance, and business needs. Getty Images is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.