Bilingual Technical Consultant, Grills

Bilingual Technical Consultant, Grills – Contract (12 months)

Hours:

8:30 a.m. to 5:00 p.m. EST, Monday to Friday.

Location:

Remote Work.

Reporting to the Team Leader, the Technical Consultant, Grills is accountable for effectively responding to product information inquiries from Consumers & Dealers via phone, emails & other service channels. The role aims to continuously improve processes and grill knowledge while delivering a "Best in Class Customer Experience" as per corporate guidelines. The Consultant will enter replacement parts and warranty orders, manage relevant information in the CRM application, and maintain a minimum average 80% on call/email quality evaluations.

• Effectively respond to product information inquiries from Consumers & Dealers via phone, emails & other service channels at an entry level; may perform tasks in French or another second language.
• Enter replacement parts and warranty orders, and record relevant information in the CRM application.
• Achieve contact, order and CRM volume goals.
• Respond to basic technical & troubleshooting inquiries without the need for handoff.
• Enter Return Authorizations and Credit Memos.
• Enter customer payments and credits.
• Report necessary revisions to replacement parts manuals and issues with the product website.
• Share new or modified product information with the team.
• Help identify and track potential product quality issues and report through Quality Audit.

• High School diploma, College Diploma/Certificate, or University degree in a related field preferred.
• Minimum 2 years of work experience in Customer Service. Preference for prior contact centre or technical assistance experience.
• Complete all Grill onboarding courses (NED). Personal Development courses in World Class Customer Experience would be an asset.
• Microsoft Office Beginner (Excel, Word, Outlook) and ERP (Dynamics 365 is an asset).
• Strong communication skills. Bilingual French/English an asset; technical experience relevant to the product line.

• Entry level

• Full-time

• Information Technology

• Manufacturing

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain associates with disabilities. Accommodation is available upon request.

Only candidates selected for consideration will be contacted.