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Bilingual Customer Service Representative Ii

2 weeks ago

Kitchener, Canada WM Full time

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

**I. Job Summary**

**_ The Location: Remote (attached to the closest office to your location - Anjou, Longueuil, Ottawa, Brampton, Kitchener, Calgary, Edmonton, Sainte-Sophie, Magog, Mount Forest or Sudbury)_**

**_ The hours:_** Be able to do an 8h shift during the hours of operations between 7:30am - 6:00pm (EST) - Start time between 7:30am and 9:30am

**Start date : March 24th, 2025**

**II. Essential Duties and Responsibilities**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
- Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and/or public sector customers for assigned market area(s).
- Utilizes excellent and professional written and verbal communication skills to respond to incoming requests. Provides education and information regarding accounts, charges, billing, and contracts that may be standard or advanced.
- Communicates concise and accurate information.
- Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
- Maintains customers’ accounts by processing service change and billing requests.
- Confirms understanding of customer needs, issues, and requests.
- Listens for and identifies opportunities to cross sell additional products and services.
- Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within WM.
- Escalates more complex issues to appropriate level.
- Supports other service lines when required; proficient in multiple queues/service lines.
- Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.
- Responsibilities may include, but are not limited to system queries, report management, and liaison among internal CE partners.
- Completes cross training with Operations, Sales and Billing.
- Able to perform outbound calling campaigns, as needed.
- Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
- Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.
- Serves as a training resource for new hires and other employees requiring assistance.

**III. Supervisory Responsibilities**
- This job has no supervisory duties.

**IV. Qualifications**
The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in Canada.

A. Education and Experience
- **Education**: High school diploma or G.E.D (accredited)
- **Experience**: Two (2) years previous experience in customer service or call center environment handling customer requests, account or order changes and issues. Preferred: One (1) or more years of experience as a WM Customer Service Representative

B. Certificates, Licenses, Registrations or Other Requirements
- **Bilingual (French and English) -** For Quebec Applicants: We require a bilingual speaking representative because this role requires frequent interactions and communications with employees, customers and others who are located outside of Quebec.
- Excellent verbal, written and analytical skills
- Proficiency in MS Office
- Strong Keyboarding Skills
- A positive and engaged attitude
- Handle the stress of multi-tasking
- Possesses an energetic and tenacious achievement orientation
- Ability to react well under pressure and treats others with
- Identifies and resolves problems in a timely manner
- Excellent time management skills to prioritize and plan work activities
- Focuses on solving conflicts and listening to others without interrupting
- Is consistently at work and on time
- Work efficiently and effectively, both independently and as a team to ensure exceeding call center’s standards
- Balances team and individual responsibilities and helps build a positive team spirit
- Adapts and able to deal with frequent changes in the work environment
- Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
- Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
- Show inquisitiveness and eagerness to gain business-related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge

C. Other Knowledge, Skills or Abilities Required
- None required.

**V. Work Environment**
Listed below are key points regarding environmental demands and