Bilingual Call Center Representative

ABOUT RELIABLE PARTS  We are a leading distributor of appliance parts in the US and Canadian markets. With over 60 branch locations and multiple distribution centers, we provide service to customers in multiple sectors, including extended warranty, national accounts, multi-housing, government, e-commerce, and retail spaces. We pride ourselves on the exceptional products, services, and value we add to the appliance parts service and repair industry.
We are also proud of our exceptional employees. They ensure that all orders and inquiries are researched and handled knowledgeably and professionally, and we provide the training they need to succeed. Because of their dependability, we consider them a big part of our success. In turn, we offer opportunities for growth and relocation, as well asgreat benefitsandsupportive management that make our growing business an industry leader.
Position

Purpose:

The Bilingual Call Center Representative position communicates with customers via telephone, live chat, and email to assist with ordering products, resolving conflicts with order discrepancies & shipping issues, and general problem solving with a specific focus on customer retention and satisfaction.

Essential Functions:

Bilingual in English and French
Answer inbound customer service phone calls
Correspond with customers via email and live chat sessions
Achieve call center metric targets and customer satisfaction objectives
Perform advanced CSR functions
Identify, research, and resolve complex, routine, and non-routine customer issues using creative problem-solving and quick decision making
Recognize and act on opportunities for additional sales
Troubleshoot and resolve order discrepancies
Collaborate with warehouse personnel to resolve shipping conflicts
Partner with the outside sales team on customer satisfaction issues
Promote a culture that is focused on world-class customer service through building customer trust and taking ownership of all customer issues
Secondary Functions:
Facilitate new hire training and new hire integration
Recognize and document trends in customer queries and relay them to supervisors
Establish and maintain customer relationships by handling problems with concern, speed, and professionalism
Direct customers to appropriate resources
Recommend process improvements
Prioritize daily tasks and demands with flexibility
Work as a team player and support the needs of the organization
Engage in continuous self-training to expand product knowledge
Other duties as assigned by management
Back up other members of the department.
Special projects as assigned.
Work Experience Requirements:
Skilled at balancing multiple priorities
Ability to work under pressure
Minimum high school diploma or GED
Positive, customer oriented, service attitude
Two years prior call center or customer service experience
Excellent written and verbal communication skills
Ability to type 40+ words per minute
Basic computer literacy

Experience with appliance parts or major home appliances preferred
Bilingual a plus
Benefits:
extended health care
dental care holidays
paid time off (PTO)
employee discounts
disability

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mobility & Physical Activity   Must be able to maintain significant activity levels for extended periods of time
Frequently required to stand and walk short and long distances
Remain in stationary position, often standing or sitting for prolonged periods
Must also be able to position self to maintain equipment, including under tables and desks
Ability to work in varying environmental conditions (e.g., temperature, noise, lighting)
Manual Dexterity & Handling   Frequently required to use hands to finger, handle, or feel objects, tools, or controls
Regularly repeat the same movements when entering data
Ability to utilize office equipment/computers
Communication & Interaction   Ability to communicate with supervisors, employees, and customers
Communicate with others to exchange information
Regularly speak clearly so listeners can understand
Regularly understand the speech of another person
Work collaboratively in a team environment
Ability to respond quickly to changing priorities or emergencies
Sensory Requirements   Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
Frequently hear sounds and recognize the difference between them
Frequently focus on one source of sound and ignore others
Attendance & Reliability   Must have regular, consistent, and predictable attendance

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