Member Experience Consultant developing member education and communication solutions at Sun Life. Focuses on enhancing client engagement and corporate goals through effective strategies and relationships.
About the role
- Bilingual Technical Consultant managing product inquiries via calls and emails for Napoleon. Requires technical understanding of grill functionality and customer service experience.
Responsibilities
- 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
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