Bilingual Customer Service Representative
2 months ago
SUMMARY:
The customer representative team is comprised of highly innovative individuals that strive to make our brands the most recommended products with an engaged and passionate owner base. We are transforming the way product owners connect with the brand and have assembled a team to lead the charge.
The team represents the voice of the owner and strives to continuously improve and foster the owners experience. The customer representative serves as the point-person to address customer questions related to product and systems.
This role plays a prominent part as the face of the brands before and after the customers purchase of the product. Owners contact us with questions, concerns, feedback or ideas regarding their product(s), and the customer representative role is to build rapport, listen, problem solve, and connect with the owners while delivering consistent transparency and communication throughout the interaction. The role works to build relationships with current customers and establish a channel of communication for our future customers as they look to become part of the family.
The customer service representative is a champion of the brand, while delivering a personalized, high touch, single point of ownership experience. For this role, we are looking for someone with verbal and written fluency in both English and French languages, including relevant customer service language.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Case Ownership Responsibilities:
- Communicate with owners in a highly individualized way, ensuring the conversation is focused on that owner and demonstrating agility to understand owners specific needs and provide solutions
- Manage cases and time to follow-up with possible customers
- Provide product expertise on a variety of products (parts, accessories and apparel)
- Proactively conduct dealership outreach to facilitate repairs on the behalf of the owner to build brand connection
- Analyze the Owners complaints, Dealers diagnostic findings and repair history, and consider other potential sources of information for use in evaluating available remedies to the Owner
- Manage proactive outreach to owners who have provided poor reviews about our brand/dealers via survey feedback
- Represent our brands as a brand champion, and actively enhance it with all levels of owners including possible follow-up communications
- Represent the voice of owners with Technical Service, Warranty, Product Teams, Technical Parts, PG&A, Engineering, and Quality, communicating information on product opportunities
- Verbal and written fluency, English and French (French Canadian dialect preferred)
- Minimum of 2-year degree, 4-year preferred
- 3+ years of B2C experience; Powersports, or automotive dealership experience preferred
- Strong analytical and problem-solving skills with a commitment to meet or exceed service level promise
- Excellent oral and written communication skills with individuals at all levels; proficient in explaining complex situations to owners in an easy-to-understand fashion
- Ability to demonstrate both empathy and tenacity by delivering even tough messages with understanding and willing to help drive root cause issue resolution on difficult and/or repeat concerns
- Critical thinking skills to work in a grey area role that may not have standard answers for all situations
- Effective decision-making, problem solving and negotiating skills
- Excel in a fast-paced varied environment, handling reactive phone and email contacts, proactive outbound contacts, follow-up communication, coordination with internal departments and dealers
- Team player - act as a liaison between internal departments and bridge communication gaps
- Current knowledge of computer software and applications preferred Microsoft Outlook, Microsoft Office Suite, and SharePoint. Facebook, Twitter, Instagram, CRM and AS400 experience a plus
- Experience with Microsoft CRM365
- A Powersports enthusiast
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