Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Customer Experience Representative providing service and support within FLO's electric vehicle charging network. Engaging with B2B and B2C clients for satisfaction and loyalty improvement.
Responsibilities
- Answer calls and emails from users, administrative contacts, and electric vehicle charging station owners, providing professional and courteous service.
- Perform high-level diagnostics and resolve level 1 troubleshooting incidents within prescribed timeframes and in accordance with company quality standards.
- Escalate unresolved issues or complaints following established processes to ensure effective follow-up.
- Work closely with various stakeholders and internal teams to stay informed about new products, services, and procedures.
- Prequalify B2B leads and assign them to the sales team to help drive organizational growth.
- Participate in any tasks or projects related to improving the customer experience and collaborate with relevant stakeholders.
Requirements
- Postsecondary education in a relevant field.
- Minimum of two years’ experience in a customer service–related role.
- Excellent oral and written communication in French and English — English is required as we serve customers across North America.
- Proficiency with Microsoft Office programs and comfort working in a highly computerized environment.
- Ability to perform level 1 diagnostics and to navigate various technology tools effectively.
- Excellent stress management and the ability to thrive in a dynamic environment.
- Initiative and autonomy.
- Strong teamwork and collaboration skills.
- Customer-oriented approach and strong service mindset.
- Ability to manage multiple requests simultaneously with rigor and professionalism.
- Exceptional customer service skills.
- Knowledge of Salesforce or another customer support ticketing CRM.
- Familiarity with call center software and omnichannel environments.
- Be an electric vehicle owner/driver.
Benefits
- Group RRSP: Employer contribution up to 2% — save for the future.
- Welcome days: 5 days to start at FLO. Begin your first year off on the right foot.
- Recharge days: 5 days of leave to take care of yourself and your family.
- Summer Fridays: Afternoons off. Enjoy the sunshine.
- Telemedicine: Easy access to quick care for the whole family.
- Enhanced vacation: Additional time off to recognize experience.
- EV perks: Home charging station provided — drive green.
- Friends & Family discount: Share FLO benefits and help grow the network.
- Insurance: Comprehensive coverage for peace of mind.
- Culture: Humanity and close leadership — we grow together.
- Parental leave: 5 days in addition to RQAP.
- JEDI: Justice, Equity, Diversity, Inclusion — a program that aligns our teams.
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