Customer Service Representative

Life is better at Xperigo

Join our award-winning workplace and support some of the most prestigious and innovative automotive companies in the industry.

What you will be doing

Do you have strong English communications, both verbal and written?  Do you thrive in high-pressure situations, providing exceptional support to clients in need?  We are seeking 10 Solutions Specialists to join our dynamic team.  As a key player in our roadside assistance operations, you will utilize your linguistic skills and customer service expertise to deliver prompt and effective assistance to clients experiencing vehicle-related emergencies.

• Communicate fluently in English to effectively assist clients.  Provide clear instructions and empathetic support to clients in distress, ensuring they feel reassured and understood throughout the call
• Act as the primary point of contact for customers in need of assistance/service.  Offer empathic and courteous support to customers in the automotive and non-automotive space. Listen attentively to their concerns, gather necessary information, and provide guidance on next steps, including dispatching service providers, such as towing, tire changes, fuel delivery, or vehicle jump-starts or contacting emergency services if required
• Troubleshoot issues reported by customers and escalate complex cases to appropriate internal teams or management for resolution.  Ensure that customer concerns are addressed promptly and are aligned with the company's focus on quality service
• Consistently achieve all Customer Experience performance metrics monthly, such as Quality of Service, Customer Satisfaction, Average Handle Time, # of calls, etc. Accurately document client interactions, service requests, and resolutions
• Identify opportunities to enhance the efficiency, performance and effectiveness of our operations.  Provide feedback on process improvements, language-specific training needs, and client preferences to optimize service delivery. Complete scheduled learnings and refreshers when assigned

How will you succeed

• High school diploma or equivalent qualification required; additional certifications in customer service or emergency management are a plus
• Strong verbal and written communication, with the ability to convey complex information clearly and concisely
• Excellent interpersonal skills and cultural sensitivity to effectively interact with clients from diverse backgrounds
• Ability to remain calm under pressure and demonstrate empathy and professionalism when assisting clients in stressful situations
• Problem-solving abilities to assess situations with a focus on delivering timely and effective solutions
• Familiarity with roadside assistance procedures, automotive terminology and geographical navigation tools is advantageous
• Prior experience in customer service, emergency response, or a related field is preferred

Why is life better here

At Xperigo, we prioritize the well-being, growth, and satisfaction of our employees. As a valued member of our team, you'll enjoy a range of benefits and opportunities designed to support your success and enhance your overall experience with us.

• Competitive Rewards: Enjoy a competitive salary, paid vacation, and a 100% matched Defined Contribution Pension Plan. Your hard work is recognized and rewarded.
• Performance Incentives: Boost your earnings with opportunities for overtime pay, incentive bonuses, and performance-based rewards for delivering exceptional service.
• Comprehensive Development: You'll receive in-depth training to master customer service skills and product/service knowledge, fostering your professional growth.
• Holistic Health & Wellness: Your health matters. We believe that a healthy workforce is a productive one. Benefit from a comprehensive package including medical, dental, and vision coverage, ensuring your physical and mental well-being.
• Flexible Work Arrangements: We understand the importance of work-life balance. Depending on the nature of your role, we may offer flexible work arrangements, such as hybrid or remote work options or flexible scheduling, to accommodate your personal needs and preferences
• Clear Career Pathways: Grow with us We prioritize internal promotion, offering career development resources, mentorship, and advancement opportunities to help you reach your full potential.
• Dynamic and Inclusive Culture: Join a diverse and inclusive workplace where your unique background, perspectives, and language skills are valued and celebrated. Collaborate with colleagues from diverse cultural backgrounds and contribute to a vibrant and inclusive company culture
• Employee Assistance Program (EAP): Access confidential support for life's challenges, including counselling, financial guidance, and legal assistance, through our dedicated EAP.
• Employee Discounts and Perks: Enjoy special discounts on company services and access to perks like wellness programs, gym memberships, and corporate partnerships as a valued team member.

Who are we …

Proudly Canadian, Xperigo has been providing automotive and roadside services in both Canada and the U.S. for over 30 years. We provide the best in-class customer service experiences to our clients, who range from automotive manufacturers, rental car companies and other organizations with large vehicle fleets or customer service needs. We are dedicated to driving change through innovative technology solutions to continually exceed our clients' expectations.

Xperigo is an Equal Opportunity Employer and is committed to fostering an inclusive and accessible workplace. We provide accommodations throughout the recruitment and selection process. If you are selected to participate in the hiring process, please inform Xperigo of any accommodation(s) that you may require to ensure your equal and full participation.    Please be advised that all offers of employment are conditional upon satisfactory completion of background checks. Your personal information collected during the recruitment process is handled in strict compliance with the applicable federal and provincial Privacy Laws.

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Wellness program

Experience:

• Call center: 1 year (preferred)
• Customer service: 1 year (preferred)

Language:

• English (required)

Work Location: Hybrid remote in Moncton, NB E1C 0M3