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 other service channels.

• Deliver an exceptional customer experience in alignment with corporate standards and objectives.

• Process orders for replacement parts and warranty claims.

• Document pertinent information in the CRM system.

• Meet targets for contact, order, and CRM activity.

• Address basic technical and troubleshooting questions without needing to transfer the call.

• Process Return Authorizations and Credit Memos.

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

• Handle customer payments and credits.

• Report necessary updates to replacement parts manuals.

• Notify issues related to the product website.

• Distribute new or updated product information to the team.

• Assist in identifying and monitoring potential product quality concerns through Quality Audits.

• Perform tasks in French or another second language when necessary.

⛳️ Requirements

• At least 2 years of experience in Customer Service.

• Prior experience in a contact center or technical assistance role is preferred.

• Basic proficiency in Microsoft Office (Excel, Word, Outlook).

• Experience with ERP systems (Dynamics 365 is a plus).

• Strong communication skills are essential.

• Bilingual proficiency in French and English is an asset.

• Technical knowledge relevant to the product line.

• Completion of all onboarding courses for Grill (NED).

• Personal development courses in World Class Customer Experience are beneficial.

• Basic understanding of troubleshooting gas and electrical issues.

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

• Novice level in Microsoft Outlook.

• Novice verbal communication skills.

• Novice internet skills.

• Team-oriented: Effectively collaborates as part of a group.

• Functional expert: Recognized as a thought leader on a subject.

🏝️ Benefits

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

• Opportunities for career growth and development to acquire new skills on the job.

• Access to new opportunities as they arise within the company.

• Engagement events, raffles, and team-building activities.

• Competitive salary and compensation package.

• Exclusive discounts on our award-winning products for associates.