Call Center Representative - Bilingual

The Customer Sales Representative position communicates with customers via telephone, live chat, and email to assist with ordering products, resolving conflicts with order discrepancies & shipping issues, and general problem solving with a specific focus on customer retention and satisfaction.

ESSENTIAL FUNCTIONS

• Bilingual in English and French
• Answer inbound customer service phone calls
• Correspond with customers via email and live chat sessions
• Achieve call center metric targets and customer satisfaction objectives
• Perform advanced CSR functions
• Identify, research, and resolve complex, routine, and non-routine customer issues using creative problem-solving and quick decision making
• Recognize and act on opportunities for additional sales
• Troubleshoot and resolve order discrepancies
• Collaborate with warehouse personnel to resolve shipping conflicts
• Partner with the outside sales team on customer satisfaction issues
• Promote a culture that is focused on world-class customer service through building customer trust and taking ownership of all customer issues

SECONDARY FUNCTIONS

• Facilitate new hire training and new hire integration
• Recognize and document trends in customer queries and relay them to supervisors
• Establish and maintain customer relationships by handling problems with concern, speed, and professionalism
• Direct customers to appropriate resources
• Recommend process improvements
• Prioritize daily tasks and demands with flexibility
• Work as a team player and support the needs of the organization
• Engage in continuous self-training to expand product knowledge
• Other duties as assigned by management

EXPERIENCE REQUIREMENTS

• Skilled at balancing multiple priorities
• Ability to work under pressure
• Minimum high school diploma or GED
• Positive, customer oriented, service attitude
• Two years prior call center or customer service experience
• Excellent written and verbal communication skills
• Ability to type 40+ words per minute
• Basic computer literacy
• Experience with appliance parts or major home appliances preferred
• Bilingual a plus

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfull y perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have regular, consistent, and predictable attendance
• Ability to utilize office equipment/computers, including regularly repeating the same movements when entering data
• Work collaboratively in a team environment
• Remain in stationary position, often standing or sitting for prolonged periods
• Regularly use hands and fingers to handle, control or feel objects tools or controls
• Communicate with others to exchange information
• Regularly speak clearly so listeners can understand
• Regularly understand the speech of another person
• Frequently focus on one source of sound and ignore others
• Frequently hear sounds and recognize the difference between them

Benefits for Full-Time Employees Include:

• Paid Time Off: Paid vacation and sick time.

• Comprehensive Insurance Coverage: Medical, dental, and vision insurance available.

• Company-Paid Protection: Disability and life insurance.

• Retirement Savings: Employees over 18 are eligible for our 401(k) plan.