Bilingual Client Services Representative

Overview

Job Title:  Bilingual Diatec Client Services Representative 
Reports To: Team Leader, Client Services
Department: Diatec Client Services
 
Purpose of the Position/Job Summary: 
To provide a high level of customer service support to the Company’s customers ensuring customer satisfaction

Responsibilities

•    Provide a high level of customer service to ensure customer satisfaction with the Company’s products and services. 
•    Interacts with customers regarding placing orders, status checks, rushes, warranties, service/repair, C/R requests, and providing quotes and related issues.  Interactions are through verbal / telephone and written communication.
•    Establishment and maintenance of productive working relationships with customers 
•    Process orders and liaison between Operations, Client Services, Audiology, Finance and Distribution to ensure that all orders are logged, tracked, and maintained accurately via scanning and order entry into the Navision database and appropriate follow through to ensure customer requirements are met satisfactorily. 
•    Prepare appropriate paperwork where necessary. 
•    Entering of customer complaints and problems regarding services, products, billings, and issues resulting in appropriate resolution. 
•    Development of broad knowledge base related to services, products, programs, regulations/legislation, technologies, and marketing strategies to meet Company goals. 
•    Accurate filing and organization of associated paperwork. 
•    Provide basic product and technical assistance to customers. 
•    Participate in product launches/customer events when needed. 
•    Follow-up with customers on product queries as they relate to specific orders. 
•    Provide backorder status to customers. 
•    Assist other team members in the Client Services department when necessary. 
•    Some travel may be required. 
•    May perform special projects as required.
•    Prepared and readily available on a Telephone Queue.
•    Hybrid work model – required attendance X2 in Office minimum per week

Qualifications

•    High school diploma or equivalent is required. Post-secondary diploma or degree in sales, customer service, business administration or related field is preferred. 
•    Minimum of 2 years of experience in Customer Service 
•    Excellent verbal and written communication skills to interact with customers. 
•    Professional/effective telephone and written etiquette. 
•    Experience using Microsoft Windows program software. 
•    Bilingualism required (English/French).

Problem Solving/Judgement and Decision Making: 
Works on assignments / tasks that are semi-routine in nature. Generally, follows established processes and procedures, however, can exercise decision-making when determining which issues to escalate to more senior employees or manager. Some issues or problems can be moderately complex and must exercise sound judgment and follow established processes and procedures to achieve resolution. The ability to think logically is beneficial when troubleshooting exam and diagnostic accessories, assistive listening devices, and equipment and problems over the phone. The ability to critique whether an order is complete based on product knowledge and application will provide a higher level of customer service and is very much desired.
 
Supervision Received: 
Primary reporting relationship is typically to the Team Leader, Client Services. Assignments are performed under general supervision, normally receiving instructions on routine work and new assignments.
 
Supervision Exercised: 
Has no supervisory responsibilities but may provide guidance and training to less experienced employees in the department or functional area.
 
Internal and External Contacts: 
Routinely interacts with other team members in the Client Services, Audiology and Sales and Field Service teams. Regular contact with non-management and management staff in Accounting, Operations, and Distribution for routine assignments. Daily interaction with customers. 
 
Health & Safety – Personal Protective Equipment:  
There is no current mandatory or recommended PPE for this position.