Bilingual Customer Service Representative

2 weeks ago

Hamilton, Canada Black & McDonald Limited Full time

ABOUT THIS CAREER OPPORTUNITY

Our growing company is looking for a full-time, skilled problem-solver to join our team as an EV Operational Support all-star. We are looking for an enthusiastic individual who can efficiently manage customer service-related issues and speak competently and confidently with auto dealers, EV customers and electrical contractors. The successful candidate for this role will have a drive and aptitude to gain a solid command of the company’s service offerings, processes and technology platform. The CSR must continuously interact with a pleasant and customer-centric demeanor and uphold high customer satisfaction ratings from a variety of audiences. The ideal candidate is resourceful, a good problem solver, organized, and has an eye for detail.

One of our primary responsibilities is matching EV customers to our certified contractors. In this role, the CSR will be speaking with both EV customers and contractors to answer questions and provide guidance. Another responsibility includes recruiting and training contractors, via web technology, on the essentials of our programs, how to complete their certification and how to use the technology platform in responding to customers.

Duties and responsibilities include but are not limited to:

  • Responsible for maintaining a high level of professionalism with clients while establishing a positive
    rapport with every caller
  • Answer incoming customer calls, emails and chat requests from EV customers, auto dealers, and
    electrical contractors regarding the variety of processes
  • Ensure customer projects submitted through the digital site survey are validated and meet program
    service level agreements pertaining to scope of work and timeliness of installation scheduling
  • Resolve issues raised by EV customers and electrical contractors regarding specific project requests,
    via inbound and outbound calls and emails
  • Address customer or contractor issues with problem-solving solutions and make suggestions for
    enhancements or amendments to process, focusing on improving the customer experience
  • Refine program processes and workflows to guarantee uninterrupted service delivery
  • Oversee collaboration of customer success team members to ensure alignment on any customer or
    installer issues or program dependencies
  • Build and maintain program reports with key metrics for distribution and sharing with program
    sponsors and internal teams
  • Consistently evaluate customer service flow to identify risks and areas for improvement
  • Collect and analyze customer and installer behavior to understand changing needs and
    requirements for program delivery
  • Lead problem solving to offer recommendations for process improvement of technology and
    customer support tools
  • Resolve complaints and track processes that pertain to the customer's installation journey
  • Ensure all customer requests are responded to within 24 hours and ensure client satisfaction scores
  • of at least 8 or higher
  • Assess and validate closeout documents and invoices to meet program service level agreements
  • prior to submitting to accounting for payment and project closure
  • Make outbound reminder calls to contractors needing to follow up with consumers
  • Track and prioritize activities by using our online dashboards and customer activity portals
  • Utilize our customized templates and macros when responding to customers and contractors

EDUCATION & SKILLED REQUIREMENTS

  • Fleuency in French & English (Verbal & Written) is a must.
  • Advanced Microsoft Office skills
  • Strong written and verbal communication skills
  • Demonstrates a working knowledge of the technology tools required within assigned responsibilities
  • Effective organization and time management skills
  • Ability to manage multiple tasks
  • Strong problem-solving skills
  • Strong attention to detail and high level of professionalism
  • Minimum 2-year experience in customer service-related fields
  • Experience in electrical, field service, dispatch related jobs is a plus

Due to many mandatory vaccination requirements at client projects / facilities, in order to provide substantial employment by ensuring compliance with our clients mandates, the successful candidate may be required to validate full vaccination prior to hire.

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

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