Customer Service Representative

Description:

As a Bilingual Customer Service Representative, you will be responding to calls from our customers in a professional, courteous and timely manner; updating their information in our systems and ensuring that the dispatch team and our Field Service Technicians have all of the required details to provide top notch service to our customers.

We are excited to offer a new and adaptive way of working that provides flexibility in the workforce while maintaining operational readiness! By blending remote and in-office work, we are able to take advantage of the independence and flexibility that comes with working from home, and the collaboration, teamwork and sense of belonging that comes from working together face-to-face. Our Workstyle Program offers the best of both situations: structure and sociability with independence and flexibility.

Key Responsibilities:

• Respond to inbound calls and emails related to client inquiries, issues and concerns in a courteous and timely fashion by focusing on customer satisfaction.
• Ensure issues are thoroughly investigated and determine appropriate action for resolution.
• Maintain accurate records and documentation of changes to account information through the CCTS database.
• Maintain knowledge and awareness of all company policies and procedures.
• Follow all current departmental procedures, processes and methodologies.
• Escalate any unresolved customer concerns to the Manager.
• Assist on special projects as assigned by the Manager; Other duties as required.

To Succeed, You Will Need:

• Customer service / call center experience.
• Bilingual (French & English).
• Exceptional customer service skills with a strong "customer first" attitude.
• Good organizational skills and strong time-management techniques.
• Works well under pressure and in a fast-paced environment.
• Display high ethics, character and commitment to business policies and decisions.
• Display initiative in handling problems, be a team player and support changes.