[Hiring] Bilingual Customer Service Representative @Ford Motor Company

Role Description

You will work within a large team and our customers, providing personalized service and professional expertise. Your main responsibilities will include making a positive impact on every customer interaction:

• Engage with customers, seeing each contact as an opportunity to provide excellent service and help us meet or exceed our customer satisfaction goals.
• Support a broad network of Ford/Lincoln dealers, playing a critical role in orchestrating a world-class ownership experience.
• Act as a brand ambassador and solutions expert, working directly with customers to navigate their finance or lease journey.
• Resolve complex inquiries with precision and provide the professional expertise needed to build long-term loyalty.
• Ensure every interaction is seamless while advancing Ford Credit Canada’s reputation as a customer-focused industry leader.

Additional Information:

• Candidates must be able to work a flexible schedule during our hours of operation, which include Monday – Thursday from 7:00 am – 6:00 pm MST, Friday from 7:00 am – 5:00 pm MST.

Responsibilities

• Provide superior customer satisfaction by delivering excellent customer experience with each contact.
• Positively support Company products and initiatives with customers using professional judgement.
• Review account history to understand the customer’s financial situation and determine the most effective course of action to mitigate loss.
• Adhere to Ford Credit's policies and guidelines for your work area, ensuring consistency and quality in service delivery.
• Act as a brand ambassador for Ford Credit, resolving sensitive financial situations with empathy, firmness, and professionalism.
• Manage a high volume of inbound and outbound calls in a fast-paced environment, adjusting quickly to changing priorities and account cues.
• Participate actively and contribute to team meetings, sharing insights and collaborating with colleagues.
• Be comfortable both giving and receiving feedback from peers and supervisors in a positive, professional, and helpful manner.
• Demonstrate flexibility and a willingness to take on new tasks or adapt to changes that help achieve company goals.
• Utilize company email and internet access in accordance with established company policies.

Qualifications

• Education: High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency.
• Bilingualism: Excellent communication skills (written and verbal) in both French and English is required.
• Communication Skills: Proficiency in handling difficult conversations and probing for information while maintaining a professional demeanor.
• Technical Proficiency: Proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software.

Requirements

• Work effectively in a remote team environment to manage tasks with a high level of accuracy.
• Previous experience in collections, credit, or a high-volume financial services environment where negotiation was a primary task.
• Answer inbound/place outbound calls with customer and dealer satisfaction as a priority.
• Ability to perform multiple tasks simultaneously, with the ability to pivot to other work requirements as needed.
• Resolve customer and dealer concerns in a positive and professional manner.

Benefits

• The expected annual salary for this position is $45,760.00 - $53,872.00.
• Individuals may also be eligible to participate in our Quarterly Flexible Bonus Rewards program.

Company Description

Ford Credit Canada Company is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and/or assessment processes, where needed, are available upon request.