Bilingual Customer Service Representative

4 weeks ago

Hamilton, Canada AnswerPlus Inc Full time

At AnswerPlus, we are proud to say we’ve been in the answering service business for 60 years With 4 locations across Canada and over 1500 clients, AnswerPlus has built an incredibly strong brand and reputation in the industry. Our niche is urgent call response 24/7/365. We seek to answer 80% of calls within 20 seconds or less.

As a
**Bilingual Customer Service Receptionist (BCSR)**, you have the privilege and opportunity to provide comfort and help in times of need. Bilingual CSR's answer
** inbound calls** and act as the
** first point of contact for a wide range of situations.** It could be processing a donation, providing comfort to someone stuck in an elevator, providing relief to someone experiencing pain, or aiding people in emergencies such as fires, floods, or power loss. To us, our clients, and our customers, a CSR is an "invisible hero"

As a fulltime CSR we require
**open availability between 6 am and 12 am Monday to Sunday** to work scheduled 30-40 hours per week. CSR's will be scheduled to
** work a minimum of two weekends per month.**

We've created an award-winning culture that is backed by three generations and a true "work family" environment. Our employee average tenure is 9 years which also highlights how we support both personal and professional growth.
- Celebrations and Company Events
- Coaching and Mentoring
- Dental, health, and EAP Benefits
- Paid Breaks
- Social Responsibility Initiatives
- Paid Training

Role and Responsibilities:

- Provide thoughtful and professional customer support
- Accurately collect details in an organized and timely manner
- Take messages, enter orders, process and dispatch service calls
- Maintain a commitment to continuously improve the quality, efficiency, and effectiveness of service

Qualifications and Skills:
**This position requires individuals who are fluently bilingual in English and French and both written and verbally.**
- Technically savvy and proficient keyboard skills (ie: 50+ WPM)
- Capable of utilizing Microsoft Office Suite, Microsoft Teams, Zoom and Go To Meeting
- Strong communication skills - interpersonal, listening, verbal, and written
- Ability to smile through the phone and connect with callers positively
- Ability to multitask and prioritize tasks
- Empathetic
- Goal-oriented
- Team player

Work from Home Requirements:

- Quiet, dedicated room free of background noise
- Ability to connect the computer from a router - not wireless
- Windows PC - No Apple or Chrome Books
- Operating System: Windows 10
- Full, standard-sized keyboard with Function Keys (F1-F12) and a number pad
- Two monitors
- Webcam - for training and coaching purposes
- Wired head set with microphone that connects to your cell phone or landline
- Unlimited high-speed internet
- Unlimited Canada wide long-distance calling/cellphone calling plan
- Ability to provide your own ethernet cable
- Start date: to be determined
- Training will be completed via Zoom/Go-to-Meetings/Microsoft Teams for 1-2 weeks Monday to Friday. Applicants should be available Monday to Friday between 8am-10pm for training. Daily hours will change and are scheduled between 4-8 hours per day. Camera's are mandatory to be on during all training.
- Compensation: $18.25 per hour plus $1.00 per hour performance bonus if targets are met when eligible.

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