Bilingual Customer Service Representative

Location:

Anywhere



Job Title:

Bilingual Customer Service Representative

Job Description

This role supports a national shareholder communications campaign focused on proxy season, helping public companies manage their annual meetings and voting processes. You will assist shareholders in understanding and casting their votes on key corporate matters, including board elections, executive compensation, mergers and acquisitions, and other governance issues. The position involves handling inbound and outbound calls and email responses in both English and French, guiding shareholders through voting channels, and ensuring accurate documentation of their decisions in a fast-paced contact center environment.

Responsibilities

+ Handle high volumes of inbound and outbound calls from shareholders in both English and French, providing clear, professional, and courteous service.

+ Guide shareholders through the voting process, including how to vote online, by phone, or by mail, and ensure they understand the steps required to complete their vote.

+ Explain proxy materials and ballot items in plain language, including board elections, executive compensation, mergers and acquisitions, proposals, and auditor ratification, so shareholders can make informed decisions.

+ Encourage and persuade shareholders to cast their votes, using strong communication and influencing skills while maintaining a respectful and professional tone.

+ Respond to shareholder questions and concerns, including requests for paper copies of proxy statements, clarification of ballot items, and updates or changes to previously submitted votes.

+ Record votes accurately and securely in the appropriate systems, following all scripts, compliance requirements, and quality standards.

+ Use call scripts verbatim when required, while maintaining a natural and engaging communication style.

+ Manage both inbound-focused AM shifts and outbound-focused PM shifts, adhering to schedule, call metrics, and quality assurance expectations.

+ Handle email responses and other shareholder communications as needed, ensuring timely and accurate follow-up.

+ Use multiple systems simultaneously, including Microsoft Office applications and contact center tools, while speaking, listening, and taking notes during calls.

+ De-escalate difficult or irate callers, remain calm under pressure, and resolve issues professionally in a stressful and fast-paced environment.

+ Participate in training that moves quickly, adapt to new information and processes, and apply feedback promptly to improve performance.

+ Support the organization of shareholder meetings by contributing to vote collection and tabulation efforts that align with scheduled Board of Directors meetings.

+ Maintain confidentiality and security of shareholder information at all times.

+ Meet or exceed performance expectations related to schedule adherence, call handling, quality scores, and productivity metrics.

Essential Skills

+ High school diploma or GED required.

+ Minimum of 1 year of customer service experience in a contact center environment, including exposure to schedule adherence, call metrics, and quality assurance standards.

+ Proven experience persuading customers to complete a task, such as making a payment, completing a sale, or agreeing to an upgrade, with the ability to apply these skills to encouraging shareholders to cast their votes.

+ Fluent in English and French, with the ability to handle approximately 80-85% of calls in English and 20-25% of calls in French.

+ Clear, professional speaking voice suitable for working with affluent customers and delivering a polished customer experience.

+ Ability to read and interpret call scripts verbatim while maintaining a natural and engaging tone.

+ Strong multitasking skills, including the ability to read, speak, listen, and take detailed notes simultaneously during phone calls.

+ Proficiency with Microsoft Office products, including Outlook and Teams.

+ Comfort using dual monitors and toggling between multiple systems at the same time.

+ Ability to work effectively in a fast-paced environment, quickly learn new processes, and adapt to changes.

+ Demonstrated ability to work…