Bilingual Technical Consultant

Napoleon Products; Barrie; Remote; CAD 40,000 - 55,000; Full time

Job summary

Napoleon Products, a leader in home comfort solutions, is seeking a Technical Consultant for Grills. This remote position requires strong customer service skills, a commitment to delivering excellent experiences, and familiarity with grilling products. Candidates should be bilingual in French and English, with prior experience in customer service preferred.

Benefits

Access to training and development programs

Opportunity to work with innovative products

Qualifications

• 2 years work experience in Customer Service preferred.
• Bilingual French/English required.
• Entry-level knowledge on troubleshooting gas and electrical situations.

Responsibilities

• Respond to product inquiries and assist customers via phone and email.
• Enter warranty orders and maintain CRM records.
• Achieve contact and order volume goals.

Skills

French Language

Microsoft Outlook

Verbal Communication

Internet Skills

Education

High School diploma, College Diploma/Certificate, or University degree

Tools

Microsoft Office

Job description

Description

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-side scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon crates memorable moments through our stunning designs and innovative technologies.

Title: Technical Consultant, Grills
Hours: 11:30 a.m. to 8:00 p.m. EST - Monday to Friday
Location: Remote Work

Reporting to the Team Leader, the Technical Consultant, Grills is accountable to effectively respond to product information inquiries from Consumers & Dealers via phone, emails & other service channels, with a continued goal to improve on processes and grill knowledge. Provide “Best in Class Customer Experience” as per corporate guidelines/objectives to existing and new customer base. The Grill Technical Consultant will enter replacement parts and warranty orders. Record relevant information in the CRM application. They have an entry level knowledge regarding products, processes as well as a basic understanding of troubleshooting gas and electrical situations.

Key Responsibilities and Accountabilities:

• Effectively responding to product information inquiries from Consumers & Dealers via phone, emails & other service channels at an entry level. May perform tasks in French or alternate 2nd language.
• Enter replacement parts and warranty orders, record relevant information in CRM application.
• Achieves Contact, order and CRM volume goals.
• Respond to basic technical & troubleshooting inquiries without the need for handoff.
• Able to enter Return Authorizations and Credit Memos.
• Maintains minimum average 80% on call/email quality evaluations.
• Enter customer payments and credits.
• Report necessary revisions to replacement parts manuals, and report issues with our product website.
• Shares new or modified product information with team.
• Helps identify and track potential product quality issues and report through Quality Audit.

Education and Experience:

• High School diploma, College Diploma/Certificate, or University degree in related field preferred.
• Minimum 2 years work experience in Customer Service. Preference for prior contact centre/or technical assistance equivalent.
• Complete all Grill onboarding courses (NED). Personal Development courses in World Class Customer Experience, would be an Asset.
• Microsoft Office Beginner (Excel, Word, Outlook), Visual Manufacturing.
• Must possess strong communication skills. Bilingual French/English is required, technical experience relevant to product line.

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

We thank you for your interest in The Napoleon Group of Companies and for participating in our competition. Only those candidates selected for consideration will be contacted.

Qualifications

Skills

Required

French Language

Novice

Preferred

Microsoft Outlook

Novice

Verbal Communication

Novice

Internet Skills

Novice

Behaviors

Required

Team Player

Team Player

: Works well as a member of a group

Functional Expert

Functional Expert

: Considered a thought leader on a subject

Motivations

Required

Ability to Make an Impact

Ability to Make an Impact

: Inspired to perform well by the ability to contribute to the success of a project or the organization