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Bilingual Customer Experience Specialist

3 months ago

ON, Canada Sym-Tech Dealer Services Part time
Bilingual Customer Experience Specialist

Part Time / Full Time

Celebrating 50 years of growth, Sym-Tech is a leading finance and insurance provider to the retail automotive industry. At Sym-Tech, we are looking for Associates who share our passion for innovation, creativity, and results We are passionate about delivering excellent client service and an outstanding Associate experience with opportunities to learn and grow professionally. Sym-Tech is growing quickly, and that means endless ways to make a real difference We are currently recruiting for a Bilingual Customer Experience Specialist to join our headquarters located in Thornhill, ON.

A career with us offers:

  1. A fun, fast-paced culture
  2. Competitive wages and benefits
  3. On-going industry training programs and professional development opportunities
  4. A professional, collaborative, and progressive work environment
  5. An empowering atmosphere where people are inspired to do great work
  6. The chance to work with some of the best in the business

Position Summary

Reporting to the Manager, Customer Experience, this position provides support to Dealer clients and the National Sales Team.

Position Functions

  1. Provide best-in-class customer service to external clients and support to internal departments
  2. Assist in corresponding with members of the sales team via phone or email
  3. Daily administration and coordination of customer service activities
  4. Liaise with the sales team to coordinate in-field support
  5. Collaborate with the Marketing department and coordinate with the Distribution Centre to ship regular sales supply orders
  6. Assemble marketing/sales collateral and POS materials
  7. Maintain a strong knowledge of Sym-Tech products
  8. Meet or exceed monthly call center performance objectives including call quality and performance objectives
  9. Accurately complete appropriate documentation for each transaction (including keeping the CRM records up-to-date)
  10. Work closely with the Accounting department to ensure accurate processing of cancellations, refunds, and adjustments
  11. Additional duties, tasks, and/or projects as required by Management

Minimum Requirements

  1. 3+ years of customer service experience or relevant industry experience
  2. Fluent French and English language skills (written and spoken)
  3. A passion and desire to consistently and compassionately deliver a superior customer experience
  4. Energetic, friendly, outgoing, proactive personality and phone business acumen
  5. Ability to learn new processes quickly, prioritize activities, and work well under pressure in a fast-paced environment
  6. Proven ability to adapt to changing situations
  7. Excellent written and oral communication skills
  8. Demonstrated experience with customer escalation, conflict resolution, and negotiation
  9. Strong willingness to problem-solve and work well with minimal supervision
  10. Strong team-building skills to work well within a close team environment – self-sufficient and resourceful
  11. Proficient in the MS Office suite
  12. CRM experience an asset
  13. May be required to work overtime as per business needs
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