customer service representative

directeur

i24 Call Management Solutions

Working at i24 Call Management Solutions has been an extremely positive and rewarding experience for me. This is a company that truly values professionalism, teamwork, and employee support, especially in a high-responsibility environment like emergency call management.

I work in a rotating role as a Team Leader, Emergency Dispatcher, and Customer Service Representative, which has allowed me to grow significantly both professionally and personally. The diversity of responsibilities keeps the work engaging and meaningful, and I always feel trusted and supported by management.

As a Team Leader, I appreciate the level of trust placed in me to supervise and support team members during shifts, manage priorities, and intervene in complex or escalated situations. Leadership is taken seriously here, and there is a strong focus on maintaining service quality, compliance, and operational standards while still being supportive and human.

In my role as an Emergency Dispatcher, I handle emergency and non-emergency calls where accuracy, speed, and clear communication are critical. The training provided is thorough, and procedures are well structured, which makes it possible to confidently evaluate situations, prioritize requests, and communicate vital information with professionalism. Even in high-pressure moments, the team environment helps you stay grounded and focused.

As a Customer Service Representative, I provide bilingual service (English and French), and I truly appreciate how much emphasis is placed on empathy, respect, and professionalism. Proper documentation and accountability are taken seriously, which creates a strong and reliable system for both employees and clients.

Another major highlight is the supportive management team. Supervisors are approachable, responsive, and fair. Feedback is constructive, expectations are clear, and good performance is recognized. The company promotes a culture of mutual respect, teamwork, and continuous improvement.

The remote work structure is also very well organized, offering flexibility while maintaining strong communication and accountability. Schedules are handled professionally, and operational needs are balanced with employee well-being as much as possible.

Overall, i24 Call Management Solutions is an excellent place to work for anyone who values meaningful work, strong leadership, clear procedures, and a supportive team. I would absolutely recommend this company to anyone looking for a stable, professional, and purpose-driven career

Working at i24 has been an amazing experience for me. What I love most is how quickly I was able to move up the ranks despite having little prior experience in the field. The training and ongoing support provided by the team were exactly what I needed to grow confidently. Since I first joined in 2023, i24 has changed a lot. The company has become such a great place to work, and the culture has evolved drastically, from a more traditional "boomer" corporate style to a modern, millennial-friendly environment. This shift has made the workplace more open, engaging, and inclusive, and it is reflected in the activities, communication, and overall team spirit. Even working remotely, the work environment is vibrant and engaging thanks to activities such as call bingos, office parties held at the headquarters in Montreal, contests like best Halloween costume or most festive Christmas tree, and Zoom chats focused on social connections. I truly appreciate the trust our supervisors and direct boss place in us because it is such an essential factor in developing our skills and confidence. The training is delivered in diverse ways, including videos, written materials, interactive sessions, and shadowing experienced agents, which makes learning effective and enjoyable. I also value the company’s open-minded culture, embracing diversity in race, religion, LGBTQ+, gender expression, age, and more. The sharing of ideas goes both ways, from management to agents and from agents to administration, creating a collaborative and inclusive environment. Finally, the work itself is not the most difficult, but it can be stressful at times. It takes steady nerves and a certain level of resilience to handle calls from such a diverse range of industries without being a specialist in any of them. I have had some days where the stress got to me and I even cried, but the team is incredibly supportive. If you communicate about these challenges, they will step in to help you debrief, calm down, and prepare for the next stressful call. I am grateful to be part of a company that genuinely supports growth, inclusion, and engagement, and I am excited to see how it continues to evolve.

A typical day involved answering a steady flow of inbound calls, documenting messages accurately, and following each client’s protocols. The pace was consistent and required focus, calm communication, and attention to detail

I learned how to multitask under pressure, communicate clearly with a wide range of callers, and navigate call management software. I also strengthened my problem-solving skills and ability to stay composed in challenging situations.

Management made a real effort to connect with employees beyond productivity expectations. We had short fifteen-minute one-on-one calls where supervisors checked in on how we were doing, shared laughs, and kept communication human and supportive. They were approachable and available when help was needed.

The workplace culture was warm, social, and team-oriented. We used multiple Zoom channels to chat throughout the day, share wins, post memes, and stay connected. Outside of work, the company encourages community through online games, casual socializing, volunteering with organizations they support financially, and in-person team dinners.

The most enjoyable part was the strong sense of connection with coworkers and the supportive environment. Helping callers, collaborating with the team, and being part of a workplace that genuinely cared made the experience rewarding.

This is the kind of job you can work for a bit until you find something better.

They don't care about you or helping anyone as they claim. They only want to cater to clients who don't want to answer their own phones. We don't have enough information on each account and are often made to feel stupid to protect the fact that we are not with the company the customer is calling.

The work load has become heavier since I started, with less time to process each calls. Everything is recorded and monitored. Micromanagement is bad. You can't even go to the washroom or take your SCHEDULED breaks without confirming with management. 
Speaking of management- They are so inconsistent from one to another other. One of them types in sentences that will make your brain hurt while trying to comprehend it. They also don't seem to understand that we are human and provide no empathy.

Scheduling is bad and they will not give you consistent times or amount of hours per week.

The work itself is mostly easy, but every once in a while you'll get thrown into a stressful and emotional call with no real downtime allowed to process it.

I  had to chime in and share my experience which is very much in contrast to some reviews I have read, which I don't feel is an accurate representation of the company.  

Most of the negative reviews come from call agents which is understandable. It is not an easy job. They're taking calls for our client's customers and we expect a high level of excellence and service. Some agents view that as demanding and truthfully, it is. Not everyone is cut out for that role and in some of the reviews, that is clear.  

I have been working at i24 for 13 years as a Sales Representative. Here are the facts from my perspective:
Management is extremely fair and supportive towards employees. Very accessible but encouraging autonomy and personal growth. Many people have been here for 15 years +, and there is a good reason for that. Employees are respected and appreciated. We work hard but we have a lot of fun as well. Colleagues are extremely helpful towards each other and we are really the epitome of the word, "TEAM". It is a positive, unique work environment. I love what I do and look forward to many more years to come.

I worked in different work environments before (restauration, hotel industry, community service, education, etc.) and I can 100%  state that i24 is a great place to be. I'm currently completing my 13th year in the company and I'm not planning to go anywhere else soon. Great team with a high work ethic, mutual respect and a genuine care to help each other. I have been provided with great opportunities to grow for someone who is always eager to learn. When faced with challenges, all hands are on deck to find solutions and implement them as soon as possible (regardless of the position in the company) and that speaks a lot about the company's culture. Expectations are clearly provided as well as the necessary tools and training. Questions are more than welcomed and are answered with a coaching/mentorship approach. 
They are flexible as much as they  reasonably can be for the needs of our operations. My days are filled with the sensation of making a difference and being recognized as a human being who is providing services to other human beings.


the work environment here was okay, I do think the supervisor i had was nice and  very professional. overall the cons overweighed the benefit of wfh, like the other reviews i do agree that their requests are very robotic and toxic to mental health, they correct you on new things everyday as the scripts change or new ones are  made, the clients always complain that they didn't  give 3rd party consent and you're told to just be a robot and continue to repeat long(almost essay like) scripts that just escalate situations.  Unlike other call center wfh jobs IA demands a lot of  multitasking/reading pf scripts(and there's a script to follow for every scenario a client calls for it's not like the usual basic 1 script intro) and you have hard time even figuring out what script to choose  on call and when you pick the wrong one they make you have a meeting asap where you're given a warning lol.. it's a  tolerable  job  if  you have an extremely stable mental health and if we're being real i don't think most adults do

I24 is a great place to work if you are willing to be on time, respect your fellow agents, admin team and give 100% on all calls. They’re willing to go above and beyond to help anyone who needs assitance with the job or if you are even having personal issues in your life they are not judgemental and try there best to listen, advise. I understand not everyone will be happy with the company, however anyone who has ever had nice things to say about i24 are those that work hard and can take contructive critism to better themselves. Unfortunately that is not the case for everyone  and those that do seem upset with the company, i24 more then likely tried to work with them  to coach, teach them a better way and they just didn’t follow through. If you are looking for an honest, well respected, wowsome place to work and you are willing to work hard, not miss time and can take a helping hand from managers, team leads to help you grow? Then you will love this job! 

Working at I24 is a great experience. There are many positives—you feel welcomed, appreciated, and included as part of the team. I’ve been with the company for just over a year and truly enjoy the atmosphere. While remote work can sometimes feel isolating, that has not been the case at I24. The management team makes a real effort to keep everyone connected by organizing fun events, such as virtual activities and even cookie decorating for Christmas this year. The team is supportive and always willing to help. While some calls can be challenging, that’s part of any job, and the overall experience has been very positive. The coworkers I have met and work with on a daily basis are nothing but pleasant and friendly, everyone is there to help you if you need help, or encourage you. It really does feel like a work team they make sure you feel included. 

This company truly stands out as an inclusive and welcoming place for everyone. The work environment is filled with fun activities, games, and team events that make each day engaging and enjoyable. Employees feel valued thanks to consistent recognition and meaningful rewards. Management listens, supports, and encourages open communication, creating a real sense of friendship and community. Overall, it’s a comprehensive and caring workplace where people can grow, feel appreciated, and genuinely enjoy being part of the team.

Top Job Titles	Average salary
Customer service representative 3 salaries reported	$19.00 per hour
Directeur 1 salary reported	$62,500 per year

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