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.

Requirements

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), ERP (Dynamics 365 is an asset)
Must possess strong communication skills
Bilingual French/English is highly preferred
Technical experience relevant to product line.

Benefits

Comprehensive health, dental, vision, and life insurance coverage – 100% of premiums paid by the Company!
Long Term Disability Protection
Well-being support programs and virtual medical visits
Employee & Family Assistance Program for mental health and well-being (EAP)
Training Allowance and continuous learning opportunities and programs
Leadership development and mentorship programs
Clear pathways for advancement
Appreciation events, raffles, and team building activities
A fund sponsored by Associates to help Associates in times of need
Competitive total compensation package, inclusive of bonus opportunity
Retirement savings plan with matching Company contributions (RRSP/DPSP)
Exclusive Associate discounts on our award-winning products

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CRM applicationReturn AuthorizationsCredit MemosMicrosoft OfficeExcelWordOutlookERPDynamics 365technical experience

Soft Skills

communication skillscustomer serviceproblem-solvingteam collaborationattention to detailadaptabilitytime managementquality evaluationbilingual communicationpersonal development

Certifications

High School diplomaCollege DiplomaUniversity degreeGrill onboarding coursesWorld Class Customer Experience courses