Senior Travel Consultant booking and advising on corporate travel for BCD Travel. Managing reservations, travel policies, regulations, fares, and client service remotely.
About the role
- Technical Consultant supporting Napoleon’s innovative grill products and customers through remote phone, email, and service-channel assistance. Processing warranty orders, troubleshooting basic gas and electrical issues, and maintaining CRM and quality records.
Responsibilities
- Respond to product information inquiries from consumers and dealers via phone, email, and other service channels
- Provide best-in-class customer experience according to corporate guidelines and objectives
- Enter replacement parts and warranty orders and record relevant information in the CRM application
- Achieve contact, order, and CRM volume goals
- Respond to basic technical and troubleshooting inquiries without handoff
- Enter Return Authorizations and Credit Memos
- Maintain a minimum average of 80% on call/email quality evaluations
- Enter customer payments and credits
- Report revisions needed for replacement parts manuals and issues with the product website
- Share new or modified product information with the team
- Help identify, track, and report potential product quality issues through Quality Audit
- Report to the Team Leader, Technical Consultant, Grills
Requirements
- High School diploma, College Diploma/Certificate, or University degree in a related field preferred
- Minimum 2 years of work experience in Customer Service
- Prior contact centre or technical assistance experience preferred
- Complete all Grill onboarding courses (NED)
- Personal Development courses in World Class Customer Experience would be an asset
- Microsoft Office beginner proficiency, including Excel, Word, and Outlook
- ERP experience; Dynamics 365 is an asset
- Strong communication skills
- Bilingual French/English is an asset
- Technical experience relevant to the product line
- Basic understanding of troubleshooting gas and electrical situations
- Entry-level knowledge of products and processes
- Ability to perform tasks in French or an alternate second language may be required
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
- Napoleon Cares – 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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