Bilingual Engagement Specialist

Randstad Enterprise; St. Catharines; On-site; CAD 50,000 - 70,000; Full time

Job summary

Join a leading talent mobility provider as an Engagement Specialist to support individuals navigating career transitions. You will provide operational support, manage participant interactions, and ensure a positive experience for clients. This role demands strong communication skills and a customer-oriented attitude, with opportunities for professional growth in a vibrant workplace culture.

Benefits

Competitive compensation

Award-winning work culture

Opportunities for career development

Qualifications

• 2-5 years of experience in customer support/service.
• Fully bilingual in English/French.
• Strong organizational and documentation skills.

Responsibilities

• Provide operational support and communicate with participants.
• Manage user communication via email, phone, and video.
• Conduct outbound outreach to customers.

Skills

Customer service orientation

Analytical skills

Detail-oriented

Patience

Communication skills

Tools

Google Sheets

CRM systems

Ticket support systems (Zendesk)

Job description

RiseSmart, Inc. has brought innovation in technology and services to the career mobility space while making a lasting impact on a person’s life during a career transition. Join our dynamic team as an engagement specialist +, where you will be a front-line resource to our participants and internal service delivery staff.

about the job

As an engagement specialist +, you will be the go-to resource for operations support in the areas workflow improvement suggestions, outreach support, and general support of delivery service. You will be the first point of contact and will be responsible for crafting a delicate and informative experience for clients who have recently lost their jobs. Candidate must work US business hours.

what you will do

• Learn and become fluent with our platform and operating metrics to confirm service standards are met and exceeded
• Create and manage operational email templates in the content management system. Candidate must have strong command of written and verbal English language (Bilingual English and Spanish or French a bonus)
• Manage user communication and follow up to support program service questions and usage
• Communicate with participants via email, phone, and video regarding engagement
• Partner with Team managers to ensure participant excellence
• Leverage technical and product knowledge to troubleshoot any issues
• Conduct ad hoc projects for ongoing operational needs as necessary
• Conduct outbound outreach via email, phone, and / or text to customers
• Work cross-functionally to understand customer eligibility requirements and rules
• Ability to handle a large volume of clients and prioritize projects as needs change
• Utilize internal CRM to manage daily dashboard
• Provide excellent customer service by answering inquiries, determining requirements, resolving problems, and fulfilling requests
• Be a great listener, be able to ask probing questions, be able to understand concerns, and be able to overcome objections in an effort to help clients understand RiseSmart’s value

skills you will need

• 2-5 years of experience in a customer support / service role; Staffing, Human Resources, or Outplacement industry experience is a plus
• Fully bilingual in English / French
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Customer service oriented, providing resolutions to participants
• Detail-oriented, with strong organizational and documentation skills
• Patience, empathy, and self-confidence
• Flexible, adaptable, easily handle quickly changing priorities; able to work well with ambiguity and have a sense of urgency
• General knowledge of business operations, preferably in Recruitment, HR, or similar
• Strong Google Sheets knowledge required
• Strong communication skills, including a pleasant phone manner and excellent listening skills
• A proactive approach to identifying issues and providing recommendations
• Self-starter, comfortable in a home office, and have the ability to be able to multi-task and be functionally productive and efficient while working across teams
• Service and solutions-oriented attitude, ‘helping’ is your middle name
• Knowledge of ticket support systems (Zendesk)
• Proficiency with Google applications (Sheets, Slides, Forms, Docs, and Mail)

about randstad risesmart

At Randstad RiseSmart, our vision is to shape the world of work. We are a leading talent mobility provider and part of Randstad N.V., a €23.8 billion global provider of flexible work and human resources services that helps more than two million candidates find meaningful work every year. Our outplacement, career development, redeployment, and contemporary Tech & Touch solutions strengthen employer brands, improve retention, and re-engage talent. Every day, we enable impacted employees to find fulfilling work, and we give our Fortune 1000 customers the peace of mind that comes from knowing that they are working with a compassionate, contemporary, outcome-driven team. Our innovative technology has helped us grow to become the nation’s fastest-growing outplacement provider. Our expert coaching and professional branding teams have successful track records of empowering careers. And, ultimately our results speak for themselves : we have received enormous industry recognition, including Gartner’s “Most Innovative Company,” the “Nation’s Best and Brightest Companies to Work For,” Fortune’s “100 Best Companies for Women,” and Deloitte “Fast 500” – recognized as one of North America’s fastest growing technology companies. To learn more, visit

what’s in it for you?

• Competitive compensation
• Excellent work environment with an award-winning culture, Best Places to Work, Great Rated, Fortune’s “100 Best Companies for Women,” and check out our Glassdoor Rating of 4.0!
• Opportunity to grow and contribute to Randstad RiseSmart's continued success in a highly visible role

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada’s workforce, including those who identify as women or non-binary / gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to to ensure their ability to fully participate in the interview process.

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Bilingual Specialist • st catharines, on, Canada