Bilingual Customer Success Agent

Greenworks Tools Canada•East Gwillimbury, ON

4d•Onsite

About The Position

Greenworks Tools is seeking a Full Time Bilingual Customer Success Agent to join their growing team. This in-office position is responsible for handling customer inquiries, troubleshooting equipment issues, processing orders, and ensuring customer satisfaction. The role requires a customer-first attitude, proficiency in various software applications, and strong multitasking abilities. The company is a leader in battery-powered outdoor power tools and distributes products through major retailers and online.

Requirements

Be courteous and maintain a "customer first" attitude when resolving issues over the phone
Proficient in MS Office, Outlook, Internet Explorer, and comfortable working with multiple screens
Strong attention to detail and accuracy while multitasking
Team player, willing to assist colleagues with high order volumes when needed
Ability to work independently and seek help when necessary
Proficiency in English required

Nice To Haves

Schedule flexibility
Bilingual (French or Spanish fluency)
Previous call center experience

Responsibilities

Answer incoming customer calls and take appropriate action
Obtain and maintain key performance indicators
Enter customer information into Salesforce CRM (Name, Address, Email, Payment details)
Assist customers with troubleshooting equipment issues, requesting pictures, videos, and proof of purchase when necessary
Check stock in warehouse applications or spreadsheet trackers
Initiate orders for warranty or payable replacement parts
Complete customer case details (product model/serial number, date of purchase, etc.)
Send follow-up emails to customers, ensuring full resolution if required
Use company policies and procedures to determine if immediate resolution is possible or if managerial input is needed
Ensure the call queue is cleared by the end of the shift
Complete hands-on units training