Customer Experience Agent

1 week ago

Montréal, Canada Thibert Full time

_Founded in 1976, Thibert (Robert Thibert Company Inc.) is one of the largest distributors of auto parts, RVs and trailers in North America. Thanks to our dynamic growth strategy, Thibert will become a key player in the industry. Our vision for the future: a unique customer experience, supported by a team of passionate professionals, focused on innovation, continuous improvement of our practices, the development of distinctive private label products and a multi-channel communication platform for all our partners. _
- Are you a passionate professional who wants to evolve in a team environment, energetic, focused on collaboration and innovation? We are looking for talented, enthusiastic and responsible collaborators who are looking for a new adventure within a successful and reputable company._

**CUSTOMER EXPERIENCE AGENT**

Reporting to the Customer Experience Supervisor, this position will be responsible for responding to inquiries, providing information and resolving all issues related to orders, products and after-sales service. The person will also be responsible for helping customers understand how our website works, and helping the customer make the most of this tool to facilitate their Thibert customer experience.

**Description of tasks / responsibilities**
- Assess customer technical issues/requests, manage cases and provide clear, effective and cost effective guidelines and solutions
- Help customers find the answers they need through various online tools
- Recommend the right spare parts and/or alternatives to customers at the best cost
- Properly document all requests and technical issues
- Open customer accounts by saving account information (tickets)
- Maintain and document customer records by updating and saving the history of requests and technical issues
- Adequately answer warranty questions

Qualifications requises

**Training**
- High school diploma (GED) or higher

**Experience**
- Minimum of 2 years customer service experience and call centre experience (an asset)

**Skills**
- Bilingual in both written and oral (French and English) to respond to US and Canadian clients
- Good knowledge of Microsoft Office and able to learn new operating systems
- Good problem solving skills
- Passionate about customer service, professional and diplomacy
- Ability to handle multiple cases simultaneously (multitasking)
- Well developed communication and interpersonal skills
- Consistent helpful attitude to customer
- Good stress management during busy periods

**We offer**:

- Working environment with a dynamic team;
- Comprehensive group insurance (life, disability, medication, dental, paramedical)
- Group RRSP with employer participation;
- Mobile leave bank;
- Complimentary coffee and snacks on site;
- Hybrid telework;
- Free parking is available on site.

**Place of work**:Moncton
**Position**:Full-time, permanent
**Work schedule**:8:00 - 17:00

We adhere to the principles of inclusive and egalitarian hiring.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- RRSP match

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (required)
- Customer service: 1 year (required)

**Language**:

- French (required)

Shift availability:

- Day Shift (required)

Work Location: Hybrid remote in Châteauguay, QC J6J 4Z2

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