Bilingual Client Services Representative, Contract
About The Position
The Bilingual Client Service Representative is responsible for handling inbound requests (phone/email/ mail) from customers (external/internal), vendors, brokers and agents, for active, non-delinquent contracts, and preparation or processing of all paperwork related to these requests, also for participation in team or cross-functional initiatives and other duties as required. Both French and English languages need to be supported. The position reports to Client Services Team Leads and the Manager of Client Services. This position will participate in the corporate goal of a 24-48 hour response time to meet service level expectations and ensure that the highest level of customer service is delivered to all customers.
Requirements
- Minimum College diploma in business or administration, or equivalent customer service experience
- Minimum of 1-2 years customer service experience
- Bilingualism (French/English) required
- Strong interpersonal as well as written and verbal communication skills
- Must be self-directed, decisive and goal oriented, and comfortable working in an empowered work environment with established goals/expectations and limited step-by-step direction
- Strong relationship building skills and a team player
- Strong organizational and planning skills
- Strong aptitude for working with numbers coupled with a basic knowledge of accounting practices
- Ability to work in a very fast-paced environment
- Experience working in CRM platforms
Responsibilities
- Respond to customer questions and inquiries regarding their active contracts, and review and resolve any issues (within guidelines)
- Interact with Vendors and End User customers
- Warm transfer calls as required to other DLL staff members
- Ensure turnaround time is met; advise Manager or Team Leads if it is in jeopardy
- Participate in department and cross-functional initiatives
- Respond to customer or vendor queries regarding active contracts, and resolve cases as related to the inquiry
- Review contracts and investigate as required to determine scope of more involved issues, to take necessary action and prepare required paperwork to resolve or correct customer issues
- Manage individual caseload a daily basis, following up on open cases; managing SLA’s on new cases
- Respond to customer inquiries and resolve customer issues
- Ensure that the team goals are met including 24-48 hour first touch approach
- Incorporate a customer-centric, first-time right approach to all interactions
- Respond to customer escalations and communicate solutions appropriately.
Benefits
- Two working days per year volunteering for a local charity
- Bonus plan
- Remote working from home opportunities
- Flexible hours
- Career development opportunities: online learning, member development programs, Tuition reimbursement program.
- Outstanding Medical, Dental, Vision and Paramedical benefit programs
- Employer paid defined contribution pension plan
- Industry leading Vacation package
- Subsidized Gym membership programs
- Employee Referral program
- Open concept modern working environment
- healthcare benefits
- vacation
- sick leave
- parental leave
- possible discretionary bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
