Bilingual Customer Care Experience Representative

**People Passion Purpose**

Everything School Specialty offers is designed for one purpose - to help students succeed. We believe every student can flourish in an environment where they feel safe and inspired to explore and grow.

We’re determined to positively impact the future, one child at a time. We need to talk if you share our passion:
Transforming more than classrooms.®
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**Benefits**
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School Specialty offers Medical, Dental, & Vision plans (Effective Day 1), Wellness programs, Health Savings Accounts, Flexible Spending Accounts, 401 (k), Unlimited PTO for Salaried Exempt employees, which can also be used for dedicated
**volunteer** hours, Education Reimbursement, Paid Holidays, Fall & Winter Flexible Hours, Employee Discounts and much more

**Bilingual Customer Care Experience Representative (Bilingual in English and Québécois French)**

This position reports to a Customer Care Supervisor and is responsible for building positive customer experiences. Complete work in a professional manner by receiving, investigating, processing, and responding to customer inquiries. This position performs all essential job functions of a Customer Care Experience Rep I.

The base salary range for this role is
**C$50-60K Annually**

**Summary of Primary Responsibilities**
- Support for customers or sales reps’ inquiries via phone, fax, internet, and/or mail regarding orders, returns, shipments and educational products and services.
- Partners with associates and/or School Specialty departments and vendors to assure customers’ expectations are exceeded.
- Identifies and resolves underlying root causes through research and analysis.
- Develops customer, vendor, and product knowledge expertise.
- Monitors customer orders, initiates tracers with carriers, and authorizes no charge replacements, returns and/or credits including necessary transportation.
- Processes Invoice payments, Credit card authorization failures, Rebill and bill only requests.
- Partners with the sales team and solicit sale of new or additional educational products or services where applicable.
- Exercises care within the work environment to prevent injuries. Support and follow all company safety policies and procedures.
- This role may be required to work Holidays and weekends to support our customer’s needs
- Other duties as defined and required by business needs.

**Minimum Experience Requirements**
- Two years customer service-related work experience.
- One year data entry and keyboarding experience.
- Bilingual in English and Québécois French

**Preferred Knowledge and Skills**
- Ability to key large volumes of alpha/numeric data accurately.
- Ability to perform business math calculations.
- Proficient in Microsoft Office products.
- Excellent written, verbal, and interpersonal communication skills.
- Problem-solving skills and ability to resolve discrepancies.
- Strong organizational skills and the ability to manage multiple tasks.

**Disclaimers**

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
- We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other characteristics protected by law.
- School Specialty is committed to protecting personal information. By submitting your personal information for the purpose of pursuing employment you hereby consent to the collection, use and disclosure of your personal information, in accordance with applicable legislation.

LI-Onsite (potential for hybrid work schedule after 6 months)