Consumer Support Representative - Bilingual French

About the role

Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model.

The Consumer Support Representative (CSR) is primarily responsible for making the consumer’s experience with the brand better because of their contact with our department. The CSR must accurately answer, document, and correctly escalate consumer affairs contacts via phone, email, voicemail, letter, text, fax, and any other means of communication as needed. The CSR will ensure that consumer affairs calls are answered in a timely manner and that all queues are cleared by the end of the workday.

This position is work from home in the United States and requires fluency in both English and Canadian French.

Responsibilities

• Make each consumer experience better because of your involvement in it.
• Embody our purpose of “making brands and people feel at home” in every contact with a consumer.
• Surprise and delight the consumer at every opportunity with the tools available to you by each client.
• Meet or exceed set KPI’s for cases per day, live calls per day, and quality score.
• Ensure that all consumer contacts are answered in accordance with department and client specific SOPs, SLAs, policies, and procedures.
• Ensure that all queues are cleared by end of day.
• Maintain expert knowledge of all SOPs, documents, and processes at a department and client specific level.
• Know and own timelines for all cases assigned; notify direct manager of any potential timeline breaches prior to the breach.
• Ensure that all processes and procedures are complied with in answering, documenting, and communicating consumer contacts.
• Maintain accurate, thorough records of incoming and outgoing consumer communications.
• Initiate the post-entry process to send out Enclosures as needed.
• Exhibit superior customer service at all times with clients, customers, colleagues, and consumers.
• Navigate digital Knowledge Base, websites, and reference materials with efficiency and speed.
• Initiate and maintain knowledge on multiple client products and logistics which are updated at a frequently changing pace.
• Assist with updates pertaining to Consumer Affairs Reference materials.
• Identify Consumer Affairs trends and escalate to appropriate parties.
• Escalate calls to appropriate parties as needed to complete a case.
• Assist on or manage special projects and new processes as needed throughout the year.
• Other duties as assigned.

Requirements

• High School Diploma or GED; some college preferred.
• Bilingual fluency in English and Canadian French (verbal and written).
• Minimum of 2 years of contact center experience.
• Consumer Packaged Goods industry experience strongly preferred.
• Excellent communication skills.
• Positive attitude and collaborative mindset.
• Detail-oriented with strong time-management skills.
• Self-motivated with the ability to handle change and multiple responsibilities.
• Empathy and excellent digital navigation skills.
• Background check required.

Technology Requirements

• Windows PC:
  • Dual Core CPU (1.5GHz or better).
  • 8GB RAM.
  • 20GB free disk space.
  • Windows 8.1 or 10.
• macOS:
  • Intel Core i7, 2.3 GHz.
  • 8GB RAM.
  • Mavericks OS X (version 10.9), Yosemite OS X (version 10.10), El Capitan OS X (version 10.11), or Sierra OS X (version 10.12).
• Chromebooks and Linux systems are not supported.
• High-speed internet:
  • At least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended).
  • Latency from employee to data center should be under 150ms one-way.
  • Wireless connections (Wi-Fi) are not supported; must be directly connected to ISP router with an Ethernet cable.
  • Satellite internet is not currently supported.
• Wired USB headset, camera, and smartphone (for security ID only) required.

Schedule

Training will be conducted virtually during the hours of Monday-Friday from 6:00am to 2:30pm Mountain time. Training is a seven-week course and no time off can be permitted.

After training, hours will be scheduled between 5:00am-3:30pm Mountain Time, Monday-Friday. Must be available to work any time within this schedule. Hours of operations are subject to change.

Pay

Hourly rate of $14 - $16 plus $1 bilingual differential.

Benefits

• Full-time position with medical, dental, and vision benefits.
• Holiday and sick pay.