American Standard

  • Bilingual Customer Care Representative

    Job Locations CA-ON-Mississauga
    Posted Date 3 weeks ago(6/28/2018 7:36 AM)
    Job ID
    2018-2272
    # of Openings
    1
    Category
    Customer Care
  • Overview

    Working actively to handle incoming customer calls in efforts to provide quality product information and advice to set the standard for the provision of complete After Sales Service.

    Responsibilities

    • Handling incoming consumer and technically-related calls within the set quality standards
    • Fielding calls and responding to inquiries and technical questions for multiple product lines
    • Responding to inquiries from the “End User”, Sales Representative, Wholesale, or Retailer
    • Addressing and resolving all complaints related to Trades, New Home Builders, Contractor, Plumber, Engineer
    • Introduction of new products through customer care resolution and suggestive sales
    • Entering of all Service Requests through the use of the Customer Care Database & CRM Module
    • Processing and completion of product order requests through order entry
    • Creating Warranty Orders for all repair parts requested – performing follow-up with shipments, damaged product, and missing shipments, etc.
    • Making Outbound Calls to follow-up Service Requisitions and to follow-up with customers on all pending cases
    • Acting as a liaison between quality inspectors and service technicians in the field

    Qualifications

     

    • Bilingual French and English is required
    • Post-secondary education and/or equivalent combination of education and experience
    • Excellent communication skills both written and verbal
    • Ability to work well under pressure and prioritize work is essential
    • Excellent team building skills.
    • Proven skills in multi-tasking, problem solving and decision making within a high volume, fast paced environment
    • High degree of accuracy and organizational skills
    • Resolution of complaints most complex in nature
    • Experience with Microsoft Applications, specifically Outlook and Excel
    • SAP experience an asset

    Flexibility on shift work from 8am to 8pm – Monday to Friday as necessary

     

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