Customer Engagement Specialist, Bilingual Canadian French/English

This is a fully remote position, open to applicants in Alabama, +33 more states.

📋 Description

• Act as the main point of contact for clients through both incoming and outgoing communications.

• Address intricate consumer issues and guide first-level representatives on advanced matters related to agronomics, products, and processes.

• Negotiate, follow up promptly, ensure quality assurance, and provide personalized attention to consumer inquiries.

• Quickly evaluate situations and take appropriate actions in accordance with brand and company policies.

• Represent the consumer services team with brand partners and facilitate change based on consumer feedback.

• Accurately document and report consumer interactions.

• Interact with consumers via calls, live chat, email, and social media platforms.

• Address inquiries, resolve issues, and provide troubleshooting assistance.

• Support consumers with eCommerce transactions and payment processing.

• Collaborate with team members, supervisors, support departments, brand partners, and consumers.

⛳️ Requirements

• Fluent in Canadian French and English.

• Preferred 2+ years of experience in a consumer-facing role.

• Familiarity with utilizing various tools and emerging technologies.

• Google Suite proficiency is preferred.

• Experience in call center, voice, chat, and email communication is preferred.

• eCommerce experience is required.

• Capability to work independently.

• Strong technical aptitude for new technologies.

• Ability to work cross-functionally within the organization and with consumers.

• Capacity to work remotely in a virtual team setting.

• Preferred 6 months of customer service experience.

• Must be over 18 years of age.

• Typing speed of 25 wpm is required.

• High School diploma or GED is necessary.

• Comfort with desktop computer systems is essential.

• Ability to navigate Windows operating systems.

• Dedicated workspace near the router for a hardwired Ethernet connection.

• Minimum internet speed of 15 Mbps download and 10 Mbps upload is required.

• ISP latency must be under 50ms.

• Internet connection cannot be satellite, mobile data/hotspot, P2P, or VPN.

• Proof of internet speed is required.

• Must reside in one of the eligible states: AL, AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.

🏝️ Benefits

• Medical, vision, and dental health coverage.

• Employment Assistance Programs.

• Health and Personal Time Off (HPT).

• Leave programs as eligible.

• Competitive 401(K) plans.

• Life insurance coverage.

• Supplemental medical coverage.

• Critical care insurance.

• Pet insurance options.

• Flexible Spending Accounts (FSA) plans.

• Discounts at retailers.

• Opportunities for career advancement.

• An inclusive and diverse workplace culture.

• Support for active-duty service members, veterans, and military families.