Bilingual Customer Service Representative

Our vision is to become the world’s most reliable innovative hygiene solutions provider, improving quality of life by building healthy spaces in communities where we live, work and play. Sounds simple? Definitely not, but that’s exactly why we are taking on the challenge. We want to live in a world where facilities are safe and hygienic._

Our team is expanding...Join us at Citron as a Bilingual Customer Service Representative (French and English).

At Citron Hygiene, we know that great companies start with great people. Citron Hygiene has spent the last 45 years earning the trust of the world’s most prestigious clients, one customer at a time.

We provide solutions that encompass washroom and workplace hygiene products and services to ensure building owners and managers can address their facility’s needs. Our global reach, expanding network of world-class partners, product and service breadth, training, and experience make us a valued partner for companies of all shapes and sizes. Join us and be part of our vision to help create an elevated washroom experience that enhances and preserves business' brand

**Position Summary**:
Reporting directly to the Customer Success Manager, this role is critical as the first impression of Citron. This role includes helping to field customer calls and serve as a liaison between customers, service technicians and sales representatives. In this capacity, the incumbent would assist customers in scheduling services and be the first point of contact to resolving concerns. If you have excellent computer skills, good problem-solving ability and superb communication and interpersonal skills, this is a position you may want to consider. The position requires a lot of time on the phone, a good deal of patience and the ability to multi-task.

**Duties and Responsibilities**:
Under the supervision of the Customer Success Manager, the duties and responsibilities of the Customer Success Representative include, but are not limited to, the following:

- Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal systems and customer purchase orders;
- Initiates required action for response to customer service requests,
- Subcontractor day-to-day management;
- Ensures and provides quality service to both internal and external customers;
- Responds professionally to all customer calls, providing exceptional resolution to customer issues and complaints, where required;
- Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues;
- Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports;
- Performs assigned system maintenance to various electronic order or customer files;
- Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.
- Assisting to manage the service queue in Salesforce;
- Other duties as assigned.

**Minimum requirements**:

- Fully Bilingual in French and English
- Proficiency in Microsoft Office and suite of programs;
- 2-5 years of experience in a call center environment is preferred
- Experience with Salesforce will be considered an asset;
- Ability to successfully navigate with all departments with tact and diplomacy;
- Outgoing personality;
- Ability to multitask;
- Strong in customer relations; and
- Excellent telephone skills

**Working conditions**:

- Mon-Fri 830AM - 430PM
- **Currently Hybrid
- 3 times a week in any of our headquarters: Markham, Montreal or Ottawa office and some from home**:

- Able to work on a computer for long periods of time;
- Required to spend long hours concentrating which will require attention to detail and high levels of accuracy; and
- Required to meet a number of deadlines which may cause stress.
- The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position._

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

**Salary**: $45,000.00 per year

**Benefits**:

- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- Customer Support & Client Services Occupations: 1 year (preferred)

**Language**:

- English and French (required)