Bilingual Customer Digital Care Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary point of contact for customers throughout their journey.

• Handle customer service and sales inquiries via phone, email, live chat, and self-service platforms.

• Address customer service and sales requests through various digital channels.

• Inform customers about service options, pricing, billing, and contracts.

• Manage mid- to high-complexity customer service queries and transactions.

• Create customer accounts by negotiating and documenting service types, pricing, billing, and necessary information.

• Ensure clarity on customer needs, issues, and requests.

• Advocate for customers by collaborating with the relevant WM departments and personnel to resolve issues.

• Retain customers who wish to cancel services by understanding their reasons and providing alternatives.

• Recommend WM products and services that align with customer needs.

• Cross-sell products and services while educating customers about WM environmental solutions.

• Provide quotes and close sales for prospective customers.

• Meet established standards for quality, productivity, safety, and timeliness in the contact center.

• Utilize various WM business software tools, such as Pricing Tools, AMP, Salesforce, Record Setter, Proposal Master, and EPLM.

• Generate standard reports as requested by management.

• Maintain flexible scheduling and undertake additional tasks as required by the delivery channel.

⛳️ Requirements

• High School Diploma or GED (accredited).

• 2 years of relevant experience in a customer service or contact center setting.

• Proven experience in managing customer requests, account changes, and issues.

• Bilingual in French and English, both spoken and written.

• Strong professional written communication skills.

• Capability to manage mid- to high-complexity customer service inquiries and transactions.

• Proficiency in using business software tools.

• Willingness to work flexible schedules.

• Must reside and work in Canada.

• Knowledge of CRM systems, including Salesforce, is preferred.

🏝️ Benefits

• Competitive total compensation package.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability insurance.

• Stock purchase plan.

• Company matching on an RRSP.

• Paid vacation.

• Paid holidays.

• Paid personal days.

• Training and development opportunities.

• Opportunities for career advancement.

• Employee share ownership opportunities.

• Leadership and development programs.

• Wellbeing programs.