AlarmForce, a Bell Canada Company, combines innovative technology with exceptional service to deliver advanced security and automation to residential and small business customers.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
The Bilingual Customer Care Representative will be the first point of contact for all AlarmForce customer matters and inquiries which includes, but is not limited to, responding to all customer questions related to billing, contract renewals, account changes, and other customer service related issues.
The Bilingual Customer Care Representative must stay abreast of all products and services, corporate and customer policies to ensure accurate information is available to best service all customers.
Respond to all front-line initial customer inquiries and issues and try to ensure a first response resolution
Escalate customer issues that require more in-depth assistance to the appropriate internal party and execute timely follow-ups
Participate in regular training on products and services, customer service, corporate and operations policies, as well as company initiatives to remain knowledgeable on all AlarmForce products
and services to effectively support new and existing customers
Concisely record all issues and resolutions into SBN
Perform to meet and exceed all monthly performance metrics (Quality, Dependability, and Productivity)
Engage in monthly performance review / coaching sessions with Customer Care Supervisor
Education / Experience Requirements
High School Diploma with equivalent work experience
Post-Secondary Education, preferred
Past experience in a customer care environment, valuable
Proficient with MS Office Suite (Word, Excel, Outlook, etc.)
Knowledge of telephony capabilities of CMS and auto-dialers, an asset
Previous QA or Customer Loyalty experience in a call centre is considered valuable
Excellent communication (both written and verbal) skills
Strong probing and problem-solving skills to work with customers to provide best resolution possible
Ability to work independently and under close supervision
Able to build value added relationships over the phone with customers quickly
Solid team player, willing to assist when required
Aptitude to multi-task
Capable of working in a fast-paced environment
Must be available to work afternoons, evenings and weekends
Bilingualism is required (English and French)