Subject Matter Expert, Call Handling
1 week ago
LEARN, DEVELOP AND GROW - WITH RELIANCE
By joining Reliance as a Bilingual Customer Service Representative, you become part of an organization that is committed to delivering exceptional experiences for our customers and will support you to be your best.
What will you do?
- Assist with resolving a wide variety of UEI complaints in French or English, escalated customer situations and complex inquiries.
- Create, maintain and follow up on ongoing cases in an efficient manner, keeping customers, dealers, and Key Account Managers informed of progress along the way.
- Accountable for accurate and timely updating of customer accounts pertaining to Case resolution (adjustments, changes etc.) as required.
- Assist Office of the President and Legal with UEI inquiries.
- Assist with other offline duties as assigned.
What do we offer?
- A generous compensation plan consisting of base and bonuses
- A comprehensive benefits package and group savings plan
- Ongoing leadership, training, and support
- Cross-functional career opportunities
- Relocation opportunities
- Constant internal promotional opportunities
- Individualized career progression plans
What do you bring?
- Post-secondary education or equivalent work experience.
- Proficiency in English and French, both written and verbal.
- Proficiency in French translation would be an asset.
- Demonstrated experience utilizing influencing skills in up-selling/cross-selling.
- Ability to build relationships and communicate with a broad range of business clients.
- Calm, self-controlled and focused under stressful situations, but possesses a sense of urgency with respect to creating customer solutions.
- Outstanding conflict resolution, problem solving and negotiation skills with the ability to take ownership for situations presented to them.
- Demonstrated ability to exercise tact, discretion, sound judgment, empathy and positively influence with external and internal customers.
- Strong organizational skills in order to balance workload, meet commitments and set priorities.
- Knowledge of Microsoft Word, Excel and other appropriate software packages
Why Reliance?
Headquartered in Toronto, Reliance is the industry leader in providing home comfort solutions to over 1.9 million customers across North America. Reliance provides reliable home heating, cooling, hot water, water purification, electrical, plumbing & Smart Home products & services.
Each day, our Team Members are dedicated and focused on delivering an outstanding customer experience, developing top talent, and giving back to the communities where we live and work. Reliance is an $900 million business with over 2,400 Team Members and growing We are proud to be recognized by Waterstone Human Capital Ltd. as Canada's 10 Most Admired Corporate Cultures
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