Bilingual Customer Service Representative (Full-Time REMOTE - WFH)

Languages Required: English & French
Full time Hours: Monday - Friday (40 Hours per week) 9:00 AM MST -
5:30 AM MST
Location: Full-time remote - Work from Home

Position Summary: To provide all Customers superior
customer experience. Enter orders in an efficient, friendly,
professional, personalized manner. Resolve concerns and educate client
on our products and services. In this role you will primarily
receive incoming calls, faxes, emails and web orders. You may
occasionally be asked to assist our CE Outbound team making outbound
service/prospecting calls.

Primary Responsibilities: (not in sequence of importance)

Order Management:

 * Recognizing that servicing our customers is priority one.
Interacting and order processing via such channels as Telephone, Fax,
Email or Web in a polite, courteous manner.
 * Process orders accurately, advising customers of stock, price,
delivery date, order totals, shipping dates, location of goods, advise
if stock is in “pieces” and back order status.
 * Maintain accurate and updated information for customer accounts by
verifying all necessary customer information.
 * Provide assistance and support to customers in gaining access and
navigating the website.
 * Trace shipments.
 * Process returns and issue credits as per Ennis Fabrics policy.
 * Educate customers on current promotions.
 * Respond and address all intercompany related inquiries in a
professional and timely manner.

Service Levels:

 * 75/45 – Our goal is to answer all calls quickly and efficiently
within 45 seconds.
 * Answering telephone calls to meet our service level take priority
over all other duties and assignments.
 * Ensure to adhere to break schedules to support service level
management.
 * Work within the guides of the Call Quality metrics ensuring call
branding.
 * Coached to achieve Customer Experience service level standards to
achieve KPI’s.

Other Duties:

 * Transfer calls to other individuals or departments in the company,
advising the caller of direct numbers where appropriate.
 * Accurately record your work status with the appropriate AUX code
and ACW code as per Ennis Fabrics policy.
 * Recognize that we are a part of a larger team, will assist other
departments as directed when time allows. This could include adding
stickers to sample books, tagging samples, filing, cutting, sorting,
updating product binders, data entry or other miscellaneous duties.
 * Attend training sessions and team meetings, to support continuous
learning of Ennis products and services.

Team Participation

 * Work with Customer Experience Supervisor and Customer Experience
Trainer to gain a greater understanding of our products and the
markets that use them.
 * Become a resource to our customers in the specialized field.
 * Being a positive, involved team member to contribute to achieving
team sales and KPI’s.

Communicates with:

 * Customers, Sales Professionals, other Customer Experience Team
Members, Credit Department, Purchasing, Warehouses, Customer
Experience Supervisor, Customer Experience Manager.

Personal Characteristics required:

 * Excellent attention to detail
 * Typing speed & accuracy
 * Friendly
 * Polite
 * Courteous
 * Ability to Multitask
 * Organizational Skills
 * Tidy
 * Patient
 * Empathetic
 * Ability to problem solve
 * Ability to take responsibility
 * Strong decision making skills

Experience:

 * Ability to speak and write in both English & French
 * Call center experience required
 * Experience with Outbound calling preferred
 * Typing/Computer Skills. Microsoft Office Advanced skill level.
40-50 WPM (skills will be tested)
 * Proven skills in multi-tasking, problem solving and decision making
within a high volume, fast paced environment.
 * Demonstrated ability to work co-operatively in an independent
and/or team setting.
 * Excellent communication skills both verbal and written
 * Experience working in CRM applications an asset

Working Conditions:

 * Fast Paced
 * Structured Environment
 * Day shift. Weekdays only
 * Able to sit at a desk for extended periods of time
 * Office/Call Centre Environment
 * Close vicinity to Co-workers and Supervisor
 * Temporary remote from home office due to COVID-19
 * Must have dedicated home office with no distractions or
interruptions
 * Computer, monitor and headset will be supplied


https://www.ennisfabrics.com/en/about-us/50th-anniversary/

https://www.youtube.com/watch?v=LWsTbFOs2sA&t=4sCompany Description
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\r\nConsultez-nous!\r\n\r\nhttps://www.ennisfabrics.com/en/about-us/50th-anniversary/\r\n\r\nhttps://www.youtube.com/watch?v=LWsTbFOs2sA&t=4s