Technical Expert
5 days ago
Napoleon Products is a leader in innovative engineering, advanced manufacturing techniques and remarkable product quality.
Our company's mission is to provide exceptional customer experiences that enhance everyday living across the globe.
About the RoleWe are seeking a Technical Expert - Customer Experience to join our team. This role will be responsible for effectively responding to product information inquiries from consumers & dealers via phone, emails & other service channels. The successful candidate will have an entry-level knowledge regarding products, processes as well as a basic understanding of troubleshooting gas and electrical situations.
- Effectively respond to product information inquiries from consumers & dealers via phone, emails & other service channels at an entry level. May perform tasks in French or alternate 2nd language.
- Enter replacement parts and warranty orders, record relevant information in CRM application.
- Achieve contact, order and CRM volume goals.
- Respond to basic technical & troubleshooting inquiries without the need for handoff.
- Maintain minimum average 80% on call/email quality evaluations.
- Report necessary revisions to replacement parts manuals, and report issues with our product website.
- Help identify and track potential product quality issues and report through Quality Audit.
To be successful in this role, you will require:
- High School diploma, College Diploma/Certificate, or University degree in related field preferred.
- Minimum 2 years work experience in Customer Service. Preference for prior contact centre or technical assistance equivalent.
- Microsoft Office Beginner (Excel, Word, Outlook), Visual Manufacturing.
The estimated salary for this position is $40,000-$60,000 per annum, depending on location and experience. Additional benefits include access to professional development opportunities, flexible working arrangements and a comprehensive compensation package.
About UsNapoleon Products is committed to fair and accessible employment practices that attract and retain Associates with disabilities. Accommodation is available upon request. We are an equal opportunity employer and welcome applications from diverse candidates.
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