Subject Matter Expert, Call Handling (Bilingual)

Subject Matter Expert, Call Handling (Bilingual)

Oshawa, ON, Canada Req #4825 September 5, 2024

Find Your Limitless with Reliance

By joining Reliance as a Subject Matter Expert, Call Handling you’ll become an important team member and will be provided with the tools you need to succeed.

We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways.

If you’re ready to find your limitless join us!

What will you do?

• Learn and grow as an important part of a team that cares about Reliance and its customers.
• Assist with resolving a wide variety of UEI complaints in French or English, escalated customer situations and complex inquiries.
• Create, maintain and follow up on ongoing cases in an efficient manner, keeping customers, dealers, and Key Account Managers informed of progress along the way.
• Establish and maintain positive and productive relationships with key account managers. Manage all channels of customer bilingual communication at the same time (phone, fax, or email).
• Accountable for accurate and timely updating of customer accounts pertaining to Case resolution (adjustments, changes etc.) as required.
• Assist Office of the President and Legal with UEI inquiries.
• Assist with other offline duties as assigned.

What do we offer?

• The tools you need to succeed including the tools for the job as well as training and development programs.
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company.
• A variety of perks for high-performing Team Members including the chance to win and be part of our annual President’s Club trip to a tropical destination.
• And award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What do you bring?

• A growth mindset : above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance.
• Post-secondary education or equivalent work experience.
• Fluency / proficiency in English and French, both written and verbal.
• Proficiency in French translation would be an asset.
• Demonstrated experience utilizing influencing skills in up-selling / cross-selling.
• Ability to build relationships and communicate with a broad range of business clients.
• Calm, self-controlled and focused under stressful situations, but possesses a sense of urgency with respect to creating customer solutions.
• Outstanding conflict resolution, problem solving and negotiation skills with the ability to take ownership for situations presented to them.
• Demonstrated ability to exercise tact, discretion, sound judgment, empathy and positively influence with external and internal customers.
• Strong organizational skills in order to balance workload, meet commitments and set priorities.
• Knowledge of Microsoft Word, Excel and other appropriate software packages.

Why Reliance?

Reliance is the industry leader in providing home comfort solutions and we do just that in over 2 million customer homes across North America.

Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.

Reliance is a $1 Billion business with 2,600 team members and we’re growing! We’re proud to be recognized as one of Canada’s 10 Most Admired Corporate Cultures.

It's our team members and their relentless focus on the business, each other, and our customers that makes us great.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

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