Bilingual Technical Consultant, Grills

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

📋 Description

• Address inquiries regarding product information from consumers and dealers through phone, email, and various service channels.

• Deliver entry-level technical support and troubleshooting assistance for grills.

• Input replacement parts and warranty orders into the CRM application.

• Meet goals for contact, order, and CRM volume.

• Process Return Authorizations and Credit Memos.

• Maintain an average quality evaluation score of at least 80% for calls and emails.

• Record customer payments and credits.

• Report necessary revisions for replacement parts manuals and issues related to the product website.

• Communicate any new or updated product information to the team.

• Identify, track, and report potential product quality concerns through Quality Audit.

⛳️ Requirements

• Proficiency in both French and English is required.

• At least 2 years of customer service experience is necessary; qualifications specify 1 year in customer service.

• Previous experience in a contact center or similar technical support roles is preferred.

• Basic knowledge of products and processes is essential.

• Fundamental understanding of troubleshooting related to gas and electrical issues.

• Completion of all Grill onboarding courses (NED) is required.

• Personal development courses in World Class Customer Experience would be advantageous.

• Beginner proficiency in Microsoft Office, particularly Excel, Word, and Outlook.

• Experience with ERP systems; familiarity with Dynamics 365 is a plus.

• Excellent communication skills are necessary.

• Technical knowledge relevant to the product line is essential.

• Novice proficiency in Microsoft Outlook.

• Basic internet skills are required.

• A High School diploma, College Diploma/Certificate, or University degree in a related field is preferred.

• Must be a team player and work effectively as part of a group.

• Functional expertise in the subject matter is expected.

🏝️ Benefits

• Comprehensive health, dental, vision, and life insurance coverage – 100% of premiums covered by the Company.

• Long Term Disability Protection.

• Access to well-being support programs and virtual medical consultations.

• Employee & Family Assistance Program for mental health and well-being (EAP).

• Training Allowance along with continuous learning opportunities and programs.

• Leadership development and mentorship initiatives.

• Clear pathways for career advancement.

• Events for appreciation, raffles, and team-building activities.

• Napoleon Cares – A fund established by Associates to assist fellow Associates in times of need.

• Competitive total compensation package, including bonus opportunities.

• Retirement savings plan with matching contributions from the Company (RRSP/DPSP).

• Exclusive discounts for Associates on award-winning products.