Call Center Representative - Bilingual

Customer Sales Representative

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 successfully 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.