[Hiring] Bilingual Technical Consultant, Grills @Napoleon

Role Description

The Technical Consultant, Grills is accountable to effectively respond to product information inquiries from Consumers & Dealers via phone, emails & other service channels, with a continued goal to improve on processes and grill knowledge. Provide “Best in Class Customer Experience” as per corporate guidelines/objectives to existing and new customer base. The Grill Technical Consultant will enter replacement parts and warranty orders and record relevant information in the CRM application. They have an entry level knowledge regarding products, processes as well as a basic understanding of troubleshooting gas and electrical situations.

• Effectively responding to product information inquiries from Consumers & Dealers via phone, emails & other service channels at an entry level. May perform tasks in French or alternate 2nd language.
• Enter replacement parts and warranty orders, record relevant information in CRM application.
• Achieves contact, order and CRM volume goals.
• Respond to basic technical & troubleshooting inquiries without the need for handoff.
• Able to enter Return Authorizations and Credit Memos.
• Maintains minimum average 80% on call/email quality evaluations.
• Enter customer payments and credits.
• Report necessary revisions to replacement parts manuals, and report issues with our product website.
• Shares new or modified product information with team.
• Helps identify and track potential product quality issues and report through Quality Audit.

Qualifications

• High School diploma, College Diploma/Certificate, or University degree in related field preferred.
• Minimum 2 years work experience in Customer Service. Preference for prior contact centre/or technical assistance equivalent.
• Complete all Grill onboarding courses (NED). Personal Development courses in World Class Customer Experience would be an asset.
• Microsoft Office Beginner (Excel, Word, Outlook), ERP (Dynamics 365 is an asset).
• Must possess strong communication skills. Bilingual French/English is highly preferred.
• Technical experience relevant to product line.

Benefits

• Comprehensive health, dental, vision, and life insurance coverage – 100% of premiums paid by the Company!
• Long Term Disability Protection
• Well-being support programs and virtual medical visits
• Employee & Family Assistance Program for mental health and well-being (EAP)
• Training Allowance and continuous learning opportunities and programs
• Leadership development and mentorship programs
• Clear pathways for advancement
• Appreciation events, raffles, and team building activities
• Napoleon Cares – A fund sponsored by Associates to help Associates in times of need
• Competitive total compensation package, inclusive of bonus opportunity
• Retirement savings plan with matching Company contributions (RRSP/DPSP)
• Exclusive Associate discounts on our award-winning products