Bilingual Customer Success Representative

Position description:

We are looking for a Customer Success Representative. In this role you will serve as the single point of ownership for dealership account issues, ensuring issues are resolved in a timely and accurate manner to assure customer satisfaction. We are seeking a bilingual representative to help support our French-speaking customers in the province of Quebec and our English-speaking customers outside of the province of Quebec.

Primary Responsibilities:
- Handle incoming calls and emails from internal and external customers
- Communicate with customers to gather information and learn about their needs and expectations
- Resolve customer issues as received, or submit a ticket for additional research
- Research and troubleshoot customer tickets
- Monitor individual work load and prioritize responsibilities
- Train/share knowledge with team members
- Use of time for learning, growth and development

Working Conditions:
- Repetitive office tasks (computer usage)
- Sit/stand in an assigned office space for up to 2 hours at a time for an 8 hour shift
- May be asked to pick up/push/pull/carry bag or device up to 20 lbs. to assist in setting up training and to work on hardware devices

Training:

Requirements:

• Ability to understand and work with all PC based products
• Ability to problem solve and train customers on software products
• College diploma or University degree preferred
• Fluent in English and French
• Excellent customer service skills, especially phone etiquette
• Ability to think critically, analytically and problem solve
• Excellent verbal and written skills
• Effective team player
• Background in business, accounting or dealership industry is preferred
• Ability to travel to the United States for additional company-paid training, if offered