Bilingual Customer Care Representative
Location
North York, ON | Canada
Job description
Kelly's customer, a high-end automobile company, located in North Toronto, has a 1 year contract opportunity for a Bilingual (French/English) Customer Service Representative, who will be responsible for Customer Service, Remarketing and Digital Concierge activities through inbound and outbound phone/email contact with Canadian retailers, customers, vendors, dealers, and field personnel to resolve issues and complaints.
RESPONSIBIILITIES:
- Liaise with the organization's financial services in the US, and Canada, the importer.
- Support the Operations Manager by completing daily responsibilities that impact all operations departments.
- Build and maintain professional interactions across multiple levels within and outside of the organization through various channels of communication.
- Customer Call Center (with guidance) – Provide quality and timely interaction with customers, dealers, and vendors during stated business hours.
- Responsible for all inbound and outbound call servicing while maintaining the department KPI’s.
- Support the inbound shared email address and handle delegated and assigned tasks.
- Responsible for handling lease end accounts within 120 days of maturity to ensure the timely return of the vehicle, payoff, or other options prior to the scheduled maturity date.
- Customer Remarketing (with guidance) – Provide support to establish final lease intent and remedy over-term lease accounts.
- Member Mobility Services – Digital Concierge’s will provide support to the organization's subscription members, dealers and prospective members to maximize fleet utilization and operational efficiency (administrative support).
- Customer Operations (with guidance) - Utilize the assigned limits of authority to mitigate potential legal and financial risks while maintaining high levels of customer satisfaction.
- Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside organizations.
- Audit / Compliance (with guidance) – reviews and audits daily contracts submitted for funding by the dealer network for completeness, accuracy and quality.
- Adheres to internal funding turnaround times in order to ensure accelerated dealer funding.
- Cures inaccurate funding packages and sources the root cause of residual, finance charge and/or itemization errors and coach dealers on corrective options.
- Provides advanced dealer service and professionally resolves any issues related to dealer reserve/payment, documents preparation and state-specific taxation.
- Complete assigned work queues within service level targets.
- Complete assigned training in scheduled timeframe.
REQUIREMENTS:
- University level education, College Diploma and/or equivalent work experience
- Experience 1-3 years of Customer Service and/or Auto Finance experience, collections experience is strongly preferred.
- Intermediate knowledge of automotive, banking and/or insurance industries.
- Efficient time management.
- Proficient written and verbal communication skills in both English and French
- Works independently with an analytical approach and is solution-focused
- PC experience required (Windows, Word, Lotus, Outlook)
PERKS:
- Work 40 hours per week from Monday to Friday between the hours of 9:00am - 6:00pm.
- Work in a hybrid role (2- 3 days in office) after first 2 week onsite training period.
- Hourly pay rate ranges from $31.25 - $33.65 per hour.
- Eligible to buy into Benefits Program after 600 hours of work.
- $2,500.00 bonus after completing 1 year in the role.
Why Kelly®?
As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance and opportunities needed to take your career where you may have never imagined.
About Kelly®
At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best and our employment opportunities span a wide variety of workstyles, skill levels and industries around the world.
Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
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Kelly Services (Canada) Ltd., is committed to providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
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