Bilingual Customer Service Representative

Bilingual Customer Service Representative

The SMC Difference...

Service Excellence

Technology leadership

Focus on Quality

National Coverage

Single Point of Contact

A Name You Can Trust

SMC Monitoring Corporation provides an unparalleled portfolio of security and life safety solutions to Canadian institutions, businesses, and residences. We deliver advanced solutions to many of the most demanding security and life safety requirements across the country. Our coast-to-coast coverage is provided through a team of experts sharing a common focus on service excellence. Our proven capabilities yield the ultimate in peace of mind to those that we serve.

Role Summary:

As a member of the customer Relations and Service team you will provide exceptional support to customer/dealers in a timely manner. You will respond to existing new customers/dealers’ inquiries via email and telephone, processing account changes as required, and be responsible for managing the customer cancellations process, including retention efforts.

Key Job Responsibilities:

·      Investigate customer complaints to resolve and retain customers by providing solutions.

·      Responsible for responding to customer/dealer inquiries and concerns in a professional and timely manner via telephone, mail, and emails.

·      Interface with customer support, and all other business units to provide details and resolution time frames for any customer concerns.

·      Expertise in establishing rapport with clients, business units, and team members.

·      Responsible for the daily administration of customer/dealer inquiries including account changes, account updates, return mail, overpayments, and billings updates.

·      Responsible for credit card information updates and credit card payments.

·      Email, fax and/or mail information requested by customers/dealers.

·      Perform routine administrative duties.

·      General accounting skills

·      Accountable for acting in a safe and responsible manner. Follows established company health & safety procedures.

Qualifications:

·      High School Diploma or GED

·      Minimum 5 years of experience in Customer Service capacity

·      Being bilingual-speaking and written in English and French is Mandatory.

·      Knowledge of alarm industry policies and procedures would be an asset.

·      Previous experience in alarm industry would be an asset.

More about the position:

·      Strong computer skills (i.e., Microsoft Office-Word and Excel)

·      Excellent customer service skills with the ability to handle complaints and difficult contacts/situations.

·      Excellent organizational, analytical, decision-making skills. and interpersonal skills with the ability to communicate well with various personnel, customers, and dealers.

·      Ability to prioritize duties and apply excellent time management skills.

·      Must be able to work independently and as a team Member.

·      Excellent data entry/keyboarding skills

Our offerings include.

• Competitive compensation and benefit package
• RRSP matching
• Employee Discounts
• Learning and Development opportunities
• Reward and Recognition Program
• A culture of performance & accountability
• A supportive and positive team environment

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care

Schedule:

• Monday to Friday

Background Check Requirements:

As a condition of employment, this position may be subject to the successful completion of the following pre-employment conditions:

• Criminal Background Check
• Reference Check

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection.