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Bilingual (English-french) Home Improvement

3 weeks ago

Peterborough, Canada Lifestyle Home Products Full time

**Lifestyle Home Products is a leading manufacturer and provider of Sunrooms, Windows and Doors and we are the national partner of Jacuzzi Bath Remodel. Clients choose our team because we have been bringing value and trust to our partnerships for over 35 years.**

**Lifestyle Home Products is looking for a**:Bilingual (English-French) Home Improvement Customer Service Representative**:
This role pays between $22.00-$25.00 an hour based on experience

**Roles and Responsibilities**:
**Customer Interaction**:

- Assist customers in their preferred language with inquiries about products, services, installations, and warranties.
- Guide customers through the sales process, including explaining product features, pricing, and financing options.
- Address and resolve customer concerns, complaints, and service issues with professionalism and empathy.

**Scheduling and Coordination**:

- Schedule and confirm appointments for sales consultations, installations, and service calls in both English and French.
- Coordinate remeasurements and follow-ups within 1-3 business days as per company policy.
- Maintain accurate records of customer interactions, appointments, and service history in the company database.

**Payment and Documentation**:

- Process deposits for sales, and appointment scheduling adhering to company guidelines.
- Ensure all customer documentation, including contracts, invoices, and financing agreements, is accurate and clearly explained in both languages.
- Provide customers with clear instructions on payment options, billing procedures, and refund policies.

**Team Collaboration**:

- Collaborate with English-speaking and French-speaking teams, including sales, installation, and customer success departments, to ensure seamless service delivery.
- Communicate recurring customer issues or trends to the management team for process improvement.

**Product and Service Expertise**:

- Develop and maintain in-depth knowledge of the company’s home improvement products, services, and warranty options.
- Educate customers on product benefits, maintenance tips, and customization options in both English and French.

**Compliance and Professionalism**:

- Follow company policies on appointment cancellations, no-shows, and rescheduling fees, ensuring consistency and fairness.
- Handle escalated customer interactions calmly and professionally, providing resolution in the customer’s preferred language.
- Safeguard sensitive customer information and adhere to all data protection and confidentiality standards.

**Multilingual Support**:

- Translate promotional materials, customer correspondence, and other documents into French as needed.
- Act as a liaison between English-speaking team members and French-speaking customers, ensuring clear communication.

**What you will be measured on**:

- Achieve or exceed customer satisfaction goals, including call resolution times and appointment bookings.
- Consistently meet company benchmarks for bilingual service quality, upselling targets, and first-contact resolution rates.

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