Company OverviewVIPdesk Connect is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. At VIPdesk Connect, we are passionate about delivering “more human” customer service. Our core values are central to how we do business. That’s why we have partnered with some of the world’s best iconic brands to provide an elevated customer experience.The Remote Bilingual (French/English) Customer Service Representative is a passionate customer care professional responsible for providing an exceptional customer experience for our clients' customers via phone, email, SMS, chat, and Social Media. The Bilingual Customer Service Representative handles all aspects of service including order placement, returns and replacements, product inquiries and education, recommendations, troubleshooting and managing escalated issues for one or more brands. The Bilingual Customer Service Representative utilizes a variety of resources and tools to assist customers in a courteous and professional manner that aligns with our clients’ brand standards.The Bilingual Customer Service Representative is a valuable part of a diverse team and is an empathetic, creative, action-oriented, and flexible problem-solver. The Representative is empowered to make decisions and take ownership of customer interactions, providing an elevated customer experience.This is a remote, work-at-home position.What You’ll DoWith a high level of expertise, positive energy, and a can-do spirit, represent a diverse lineup of products and brands committed to customer service excellenceHandle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, SMS, email, and Social Media, with phone as the primary focus and channelAnswer questions about orders and requests, account status, products, and services, as well as provide website navigation and troubleshooting assistance high-quality customer service guidelines and policiesTake ownership of issues and follow through to solve problems while exercising sound judgment and achieving a resolution exceeding customer expectationsMonitor and report emerging customer trends and recommend process improvementsAttend training and meetings to stay up to date with new products, services, processes, and policiesMeet performance metrics including Customer satisfaction (CSAT), average handle time, quality, and productivityDemonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting various initiatives to help promote diversity and inclusion in the workplaceWhat You’ll Need1+ years of demonstrated experience and success in Customer ServiceBilingual Proficiency Required: Must possess fluent written and spoken skills in both English and FrenchHigh school diploma or equivalentPolite, friendly, and courteous demeanorRespectful, flexible, and open-minded when dealing with a wide range of peopleEffective communication skills, both written and verbalExpertise in asking effective, probing questions, applying listening techniques to identify customer needs, and guiding conversations to resolve customer requestsAble to provide sound recommendations and process improvement ideas based on ongoing customer support issuesExcited to learn and grow; open and accepting of coaching and feedbackTechnically proficient and motivated to learn new skillsResponds positively to change, embracing and using new learning to accomplish complex challengesAdaptable, self-motivated, and disciplined to work independently and exhibit ownership in a performance-based team environmentDetail-oriented with a focus on meeting Quality Core Standards and goalsAble to accurately document customer interaction details with limited errorsAble to successfully pass a pre-employment background check and employment reference check where permissible by state and local regulationsAbility and stamina for clear and engaging extended phone conversation for the duration of a scheduled shiftDue to the home-based nature of this job, the Customer Service Representative is required to have a home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, a wired USB headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicableCurrently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WIPreferred QualificationExperience in a fast-paced call center environmentExperience working with a customer service ticketing system (e.g., Zendesk, Talkdesk, etc.)Previous remote work experienceCompensation & Benefits$18 - $18 an hourThe rate for the Bilingual Customer Service Representative, Level 1: $18 per hourBenefits package for full time team members includes medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insuranceWho We AreAt VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and happiness.
