Customer Care Representative

Liftow Limited.; Montreal; Remote; CAD 40,000 - 55,000; Full time

Job summary

A leading forklift dealership in Montreal is seeking a Customer Care Representative. This role involves addressing customer inquiries and delivering a customer-centric experience, requiring bilingualism in English and French. The ideal candidate should have a college diploma and 2-3 years of client-facing experience. This position offers employer-paid benefits and flexible working conditions.

Benefits

Employer paid medical insurance

Paid Sick Days

RRSP Match

Extensive hands-on training program

Qualifications

• Minimum 2-3 years of experience in inside sales, lead generation, or other client-facing roles.

Responsibilities

• Handle all incoming calls, website inquiries, admin-generated leads, and emails professionally.
• Provide an exceptional first-touch customer experience by actively listening to customer needs.
• Assess customer needs to determine appropriate solutions or escalate calls.

Skills

Bilingualism in English and French

Proficient in computer applications and CRM systems

Strong problem-solving and decision-making abilities

Empathetic and customer-focused mindset

Knowledge of sales principles and methods

Ability to multitask and manage time effectively

Capable of handling high-pressure situations

Education

Completion of a college diploma

Job description

Founded in 1960, Liftow is North America's largest Toyota forklift dealership. As Toyota is the world's leading forklift brand, our mission at Liftow is to provide exceptional material handling equipment, products, training, and customer service to our clients. With a deep commitment to our core values, Liftow proudly operates full-service branches across Ontario, Quebec, New Brunswick, Nova Scotia, Newfoundland and Labrador, and Prince Edward Island.

Liftow Offers

• Employer paid benefits such as: medical insurance, dental, vision, life insurance, and more. You only pay for Disability plans.
• Paid Sick Days
• RRSP Match
• Extensive hands-on Training program

Position Summary

The Customer Care Representative serves as the first point of contact for incoming customer inquiries. This role is responsible for delivering a customer-centric experience by addressing and uncovering the needs of customers, ensuring they are connected to the appropriate response or service from Liftow Group of Companies.

Specific Accountabilities

1. Handle all incoming calls, website inquiries, admin-generated leads, and emails professionally and efficiently.
2. Provide an exceptional first-touch customer experience by actively listening and responding to customer needs.
3. Assess customer needs to determine appropriate solutions or escalate calls to relevant departments.
4. Maintain accurate and detailed records of customer interactions in the company CRM.
5. Build and maintain strong customer relationships to foster trust and loyalty.
6. Stay informed about Liftow's products, services, and solutions to provide knowledgeable responses.
7. Collaborate with internal teams to ensure seamless customer support and service delivery.
8. Meet key performance indicators (KPIs), such as: call handling time, issue resolution rate, lead and opportunity conversion rates, and customer satisfaction scores.

Education & Work Experience

Completion of a college diploma. Minimum 2-3 years of experience in inside sales, lead generation, or other client-facing roles.

Competencies and Skills

• Bilingualism in English and French is required.
• Proficient in computer applications and CRM systems.
• Strong problem-solving and decision-making abilities.
• Empathetic and customer-focused mindset.
• Knowledge of sales principles and methods.
• Ability to multitask and manage time effectively.
• Capable of handling high-pressure situations.

Working Conditions

The Customer Care Representative will work in a remote setting, using a computer throughout the workday. Sustained levels of visual effort and regular levels of manual dexterity and concentration are required.

Liftow is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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