Trilingual Customer Service Representative-remote - Toronto, Canada - KAR Global

KAR Global

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Location:
Remote

Required Availability:

Monday-Friday: 8:00 AM 8:00 PM EST
Currently hiring for: 11:00 AM 8:00 PM EST

Languages:

Trilingual Preferred: English, French & Spanish (Written & Spoken)
Bilingual Required: English & French (Written & Spoken)

KAR Global makes wholesale easy so our customers can be more successful.

Our end-to-end platform serves the remarketing needs of the world's largest OEMs, dealers, fleet operators, rental companies, and financial institutions.

Our Trilingual Customer Support Representative (CSR) is Customer OBSESSED and strives to provide a world class service experience with every customer interaction.

The CSR serves as the face of our company and collaborates with many departments to drive first call resolution. The CSR has no direct reports.

What you'll be doing:

Support inbound inquiries from internal and external customers and inspectors as they interact with our online tools, products, and services
Follow up or initiate outbound calls related to scheduling inspections, rescheduling appointments, etc. to ensure our customers are provided information when time is of the essence
Tenacious in resolving product or service problems by identifying issues quickly, clarifying the customer's request, determining the cause of the problem, and selecting/explaining the best solution to solve the problem with the goal of attaining First Contact Resolution
Handle and resolve escalated customer issues and understand when to escalate or advance customer issues which require next level review
Partner across various departments to quickly and seamlessly meet customer service levels
Proactively provide ongoing and specific feedback to Supervisors and other business leaders regarding customer issues or system functionality impeding the client's ability to transact
Actively contribute to the team effort by exceeding customer expectations and maintaining a positive and contagious attitude with coworkers and customers
Learns and follows company policies, standard operating procedures, and applicable state and federal laws, at all times
Leveraging evolving technology platforms, tools and internal products and procedures
Actively participate in team discussions and activities
Support other projects and tasks as assigned

What we are looking for:

High school diploma or equivalent; Associates degree preferred 6 months+ customer service / contact center experience
Fluently Trilingual: English, French & Spanishwritten and spoken

Basic level of Competencies/Skills:

Ability to learn and retain knowledge of State/Local/Federal/ Contract Requirements for Role
Able to be cross trained on other responsibilities
Able to successfully manage tasks and inquiries for VIP clientele
Computer and Technical Skills (tools/sites) including Typing Skills
Education: Has completed or is in the process of completing the required educational background; Participating in enhanced training sessions. Aspires to Advance
Five9 skills (or other Contact Center telephony provider)
Goal and Process Driven
MS tools: Excel, OneNote, PowerPoint
Self-Directed: Owns problems and resolves them. Can thinks outside the box
SLACK

Functional level of Competencies/Skills:

Able to successfully deescalate heated conversations with clients
Accountability/ownership of tasks
Approachable and collaborative
Attention to Detail/Recollection/Notes
Business Terminology
Customer Service including Phone Etiquette, Empathy and Active Listening
Eagerness to Learn and an active participant
Flexibility/Willingness to Change: Takes Direction and feedback positively
MS tools: Outlook, TEAMs, Word
Multi-Tasking/Prioritization Skills/Organizational Skills
Problem Solving Skills: Conflict Resolution and Critical Thinking
Professionalism
Quality and Results Driven
Reading and Comprehension
Reporting Skills
Security Awareness/Adherence to Policies & Procedures
Time Management and Focus in Times of High Volume
Verbal/Inter-Personal Skills
Web Crawling/Search
Willingness to Ask Questions and Communicates clearly, correctly, early and often

What we would love to offer you- Remote Work Program- Diversity & Inclusion Staff/Diversity Employee Resource Groups- Health, Dental, & Vision Insurance Benefits (+FSA)- Paid Volunteer Time- Generous PTO and paid Sick Days- Generous Parental Leave- Paid Holidays- Disability Insurance- Life Insurance- Employee Stock Purchase Plan- U

S:
401(K) with matching/ Canada-RRSP w/matching- Tuition Reimbursement