Job Title: Bilingual Client Service Coordinator
Job Type: 3-month contract (potential for extension)
Location: 100% remote; MUST be available to work PST time zone
Start Date: ASAP
Days/Hours: Friday – Monday, 1 PM to 11 PM PST (4 days, 10-hour shifts)
Hours per week: 40
Salary Range: $19.23/hr
Overview:
Reporting directly to the Operations Supervisor, the Service Coordinator (SC). A Service Coordinator identifies a client’s needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team.
Key Responsibilities:
Call Management:
- Managing call flow process end to end
- Review/Create incidents in the ticketing software
- Assigning, updating, closing incidents
- Ensuring deliverables and information is sent to clients
- Completing all exceptional quotes within contracted timelines
- Pre-Calls as required
- Parts reconciliation as required
- Completing billing requirements for all incidents
- Ensuring contracted SLA/SOW obligations are achieved
Admin Duties:
- Follow-up of work orders, RMA, pictures.
- Reviewing and responding to escalations and client surveys
- Updating issues tracker as required
- Monitoring and improving tech utilization and margin
- Identifying potential holes in the pool
- Technician Review and Development
- Training technicians on mobile application
- Coaching technicians as required on SOPs
- Review and coach back of escalations and fusion
- Providing weekly/monthly/quarterly/annual feedback to technicians
- Other duties as required
Requirements:
- Must be fluent in French and English
- Strong phone etiquette
- Ability to speak and write clearly and accurately
- Demonstrated proficiency in typing and proper grammar
- Knowledge of relevant software computer applications and equipment
- Knowledge of customer service principles and practices
- Effective communication skills
- Willingness to co-operate with others and work to the greater good
- Multi-tasking capabilities
- Available for rotating schedule (24/7 call center environment)
IND1
Pay: $17.75-$19.23 per hour
Application question(s):
- This position involves working Friday to Monday, from 1 PM to 11 PM PST. Are you available to work these set shifts & hours?
Experience:
- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)
- managing call flow process: 1 year (preferred)
Language:
- English (required)
- French (required)
Work Location: Remote
