Bilingual (English & French) Customer Service Representative

Ford; Edmonton; On-site; CAD 46,000 - 54,000; Full time

Job summary

Ford Credit Canada is seeking a Customer Service Representative to join a large team, delivering personalized service and professional expertise across the Ford/Lincoln dealer network. You will help navigate customers' finance or lease journeys, resolve inquiries with precision, and uphold Ford Credit Canada's reputation for a premium, customer-focused experience at every touchpoint.

Candidates must be bilingual in French and English and able to work a flexible schedule.

Qualifications

• Bilingual in French and English required (written and verbal).
• Excellent written and verbal communication skills.
• Ability to handle difficult conversations with professionalism.
• Proficiency with MS Office and ability to learn internal software; multitasking capability.

Responsibilities

• Provide superior customer satisfaction with every contact.
• Support Ford Credit Canada through professional product and initiative advocacy.
• Analyze customer accounts to determine the best action to mitigate loss.
• Follow Ford Credit policies and guidelines for consistent service delivery.
• Represent Ford Credit Canada professionally and empathetically in sensitive financial situations.
• Manage a high volume of inbound and outbound calls in a fast-paced environment.
• Be an active team member and contribute to meetings with insights.

Skills

Bilingual FR/EN

Communication skills

Multitasking

Education

High School Diploma/CAEC Equivalency

Tools

MS Office

Job description

You will work within a large team and our customers, providing personalized service and professional expertise. Your main responsibilities will include make a positive impact on every customer interaction: You will engage with customers, seeing each contact as an opportunity to provide excellent service and help us meet or exceed our customer satisfaction goals.

Working within a dynamic team and supporting a broad network of Ford/Lincoln dealers, the Customer Service Representative plays a critical role in orchestrating a world-class ownership experience.

In this role, you aren’t just providing service; you are a brand ambassador and solutions expert. You will work directly with customers to navigate their finance or lease journey, resolve complex inquiries with precision, and provide the professional expertise needed to build long-term loyalty. Your goal is to ensure every interaction is seamless while working to advance Ford Credit Canada’s reputation as a customer-focused industry leader, providing personalized service and a premium experience at every touchpoint.

Additional Information:

Candidates must be able to work a flexible schedule during our hours of operation, which include Monday - Thursday from 7:00 am - 6:00 pm MST, Friday from 7:00 am - 5:00 pm MST.

Specific responsibilities include, but are not limited to:

• Provide superior customer satisfaction: Be able to deliver excellent customer experience with each customer contact
• Positively supports Company: Use professional judgement and positively supports Company products and initiatives with customers.
• Problem Solve & Analyze: Review account history to understand the customer’s financial situation and determine the most effective course of action to mitigate loss.
• Follow established procedures: Adhere to the Ford Credit's policies and guidelines for your work area, ensuring consistency and quality in service delivery.
• Deliver Professional Representation: Act as a brand ambassador for Ford Credit, resolving sensitive financial situations with a balance of empathy, firmness, and professionalism.
• Adapt & Pivot: Manage a high volume of inbound and outbound calls in a fast-paced environment, adjusting quickly to changing priorities and account cues.
• Be an active team member: Participate actively and contribute to team meetings, sharing insights and collaborating with colleagues.
• Engage in constructive feedback: Be comfortable both giving and receiving feedback from peers and supervisors in a positive, professional, and helpful manner to support continuous improvement.
• Support team and company goals: Demonstrate flexibility and a willingness to take on new tasks or adapt to changes that help the Ford Credit and the organization achieve its objectives and improve overall service quality.
• Use company resources responsibly: Utilize company email and internet access in accordance with established company policies.

Qualifications

You’ll have...

• Education: High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency.
• Bilingualism: Excellent communication skills (written and verbal) in both French and English is required.
• Communication Skills: Proficiency in handling difficult conversations and 'probe' for information while maintaining a professional demeanor.
• Technical Proficiency: Proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software and be able to multitask efficiently.

Even better, if you may have...

• Work effectively in a remote team environment to manage tasks with a high level of accuracy.
• Previous experience in collections, credit, or a high-volume financial services environment where negotiation was a primary task.
• Answer inbound/place outbound calls with customer and dealer satisfaction as a priority.
• Ability to perform multiple tasks simultaneously, with the ability to pivot to other work requirements as needed.
• Resolve customer and dealer concerns in a positive and professional manner.

This posting is for an existing vacancy within our team.

The expected annual salary for this Ford Credit Canada position is $45,760.00 - $53,872.00 and individuals may also be eligible to participate in our Quarterly Flexible Bonus Rewards program.

Ford Credit Canada Company is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require.

Candidates for this position must live in and be legally entitled to work in Canada. Ford Credit Canada Company does not sponsor work permit applications