Position Overview : We are currently seeking a highly motivated and bilingual (English / French) Customer Service Representative to join our team.
The ideal candidate will be responsible for providing outstanding customer service, handling incoming phone calls, dispatching vendors, and managing invoice review and approval processes.
This position requires excellent communication skills, attention to detail, and the ability to thrive in a fast-paced environment.
Key Responsibilities :
- Answer incoming phone calls and respond to customer inquiries promptly and professionally. Schedule service appointments and dispatch technicians / vendors to customer locations as needed.
- Coordinate with technicians / vendors to ensure timely arrival and completion of service calls.
- Communicate effectively with customers to provide updates on service status and resolve any issues or concerns.
- Review and approve invoices for accuracy and completeness before processing for payment. Maintain accurate records of customer interactions, service requests, and invoicing activities.
- Collaborate with other departments, such as billing and accounting, to address customer billing inquiries and resolve discrepancies.
- Assist in maintaining customer satisfaction by consistently meeting or exceeding service expectations.
- Act as a liaison between customers and service technicians / vendors to facilitate effective communication and problem resolution.
- Continuously seek opportunities to improve processes and enhance the overall customer experience
Qualifications :
- Fluency in both English and French (written and verbal) is required.
- Previous experience in customer service or a related field is preferred.
- Strong communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
- Excellent organizational skills and attention to detail. Ability to multitask and prioritize tasks effectively in a fast-paced environment.
- Proficiency in using computer software and systems, including Microsoft Office Suite and CRM software.
- Demonstrated problem-solving abilities and a customer-focused mindset.
- Ability to work independently as well as part of a team.
- Knowledge of HVAC, refrigeration, or maintenance services is a plus but not required.
- Flexibility to work evenings, nights or weekends as needed.
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