Bilingual Technical Consultant-Grills

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

Job summary

A leading home comfort solutions company is seeking a Bilingual Technical Consultant for remote work. This role involves responding to product inquiries and providing top-notch customer service. Candidates should possess a strong background in customer service, with bilingual (French/English) skills required. The position offers competitive benefits and opportunities for professional development.

Benefits

Medical, dental, and vision insurance

Retirement Savings Plan

Tuition reimbursement

Employee Assistance Plan

Product Discounts

Qualifications

• Minimum 2 years work experience in Customer Service.
• Technical experience relevant to product line is preferred.
• Must complete Grill onboarding courses.

Responsibilities

• Respond to product inquiries from Consumers & Dealers.
• Enter replacement parts and warranty orders in CRM.
• Achieve CRM volume goals and maintain quality evaluations.

Skills

Bilingual French/English

Customer Service

Strong communication skills

Education

High School diploma or higher in related field

Tools

Microsoft Office (Excel, Word, Outlook)

CRM applications

Job 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 creates memorable moments through our stunning designs and innovative technologies.

Job Description

Title: Bilingual 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.

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.

Competitive Benefits:

• Competitive Compensation / Wages
• Medical, dental, and vision insurance
• Retirement Savings Plan (RRSP/DPSP)
• Tuition reimbursement
• Life insurance and disability coverage
• Associate Purchase Programs, Product Discounts, In-house Sales
• Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions
• Napoleon Cares – Associates helping Associates
• Employee Assistance Plan
• Napoleon Recognition Program
• GOevisits, virtual doctor visits
• And more!

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.