Bilingual Customer Experience Representative (Full-time Remote - Work from Home)
Languages Required: English & French
Full time Hours: Monday - Friday DAY (40 Hours per week)
Location: Full-time remote - Work from Home
Position Summary: To provide all Ennis Fabrics Customers superior customer experience. Enter orders in an efficient, friendly, professional, personalized manner. Resolve concerns and educate client on Ennis products and services. In this role you will primarily receive incoming calls, faxes, emails and web orders. You may occasionally be asked to assist our CE Outbound team making outbound service/prospecting calls.
Primary Responsibilities: (not in sequence of importance)

Order Management:

• Recognizing that servicing our customers is priority one. Interacting and order processing via such channels as Telephone, Fax, Email or Web in a polite, courteous manner.
• Process orders accurately, advising customers of stock, price, delivery date, order totals, shipping dates, location of goods, advise if stock is in “pieces” and back order status.
• Provide assistance and support to customers in gaining access and navigating the website.
• Process returns and issue credits as per Ennis Fabrics policy.

Service Levels:

• 75/45 – Our goal is to answer all calls quickly and efficiently within 45 seconds.
• Answering telephone calls to meet our service level take priority over all other duties and assignments.
• Coached to achieve Customer Experience service level standards to achieve KPI’s.

Other Duties:

• Transfer calls to other individuals or departments in the company, advising the caller of direct numbers where appropriate.
• Accurately record your work status with the appropriate AUX code and ACW code as per Ennis Fabrics policy.
• Recognize that we are a part of a larger team, will assist other departments as directed when time allows. This could include adding stickers to sample books, tagging samples, filing, cutting, sorting, updating product binders, data entry or other miscellaneous duties.
• Attend training sessions and team meetings, to support continuous learning of Ennis products and services.

Team Participation

• Work with Customer Experience Supervisor and Customer Experience Trainer to gain a greater understanding of our products and the markets that use them.
• Being a positive, involved team member to contribute to achieving team sales and KPI’s.

Communicates with:

• Customers, Sales Professionals, other Customer Experience Team Members, Credit Department, Purchasing, Warehouses, Customer Experience Supervisor, Customer Experience Manager.

Personal Characteristics required:

• Excellent attention to detail
• Typing speed & accuracy
• Friendly and Polite
• Ability to Multitask
• Organizational Skills
• Patient
• Empathetic
• Ability to problem solve
• Strong decision making skills

Experience:

• Ability to speak and write in both English & French
• Call center experience required
• Experience with Outbound calling preferred
• Typing/Computer Skills. Microsoft Office Advanced skill level. 40-50 WPM (skills will be tested)
• Proven skills in multi-tasking, problem solving and decision making within a high volume, fast paced environment.
• Demonstrated ability to work co-operatively in an independent and/or team setting.
• Excellent communication skills both verbal and written
• Experience working in CRM applications an asset

Working Conditions:

• Fast Paced
• Structured Environment
• Day shift. Weekdays only
• Able to sit at a desk for extended periods of time
• Office/Call Centre Environment
• Must have dedicated home office with no distractions or interruptions
• Computer, monitor and headset will be supplied

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Store discount
• Vision care
• Wellness program
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application question(s):

• This position requires you to speak English & French. Are you fluent in both?
• Are you able to work with minimal supervision?
• Are you comfortable with typing 40-50 WPM?
• Have you worked in a call center environment before taking inbound calls?
• Can you please tell me the salary range you are looking for?
• Our head office location is Edmonton, AB, Canada. This position requires you to work remotely from home - are you ok with this?
• Are you legally eligible to work in Canada?
• This is a full- time, day time, Monday - Friday - does this work for you?

Work Location: Remot

• Transfer calls to other individuals or departments in the company, advising the caller of direct numbers where appropriate.
• Accurately record your work status with the appropriate AUX code and ACW code as per Ennis Fabrics policy.
• Recognize that we are a part of a larger team, will assist other departments as directed when time allows. This could include adding stickers to sample books, tagging samples, filing, cutting, sorting, updating product binders, data entry or other miscellaneous duties.
• Attend training sessions and team meetings, to support continuous learning of Ennis products and services