PRIMARY FUNCTION

Service Advisors (Bilingual) are responsible for providing comprehensive, technical, hot line customer support to external French and English Customers.

RESPONSIBILITIES

· Provide customer feedback to technical emails in a timely manner.

· Provide part numbers to customer based on serial numbers provided.

· Troubleshoot and diagnose water heater issues based on information provided by the caller.

· Dispatch service providers (contractors) when required.

· Communicate across departments and throughout the organization.

· Validate warranty eligibility based on serial numbers.

BASIC QUALIFICIATIONS
Highschool diploma (post-secondary an asset)

· Must be fluent in French (written and spoken)

ADDITIONAL QUALIFICATIONS
Demonstrated passion and aptitude for technical work.
Possess a sound knowledge of customer service experience.
Knowledge of Microsoft Office.
Highly effective listening skills.
Ability to diagnose an operating problem by effectively collecting information about the installation and physical workplace.




Detail oriented, must keep good records of conversations and capture the information in Salesforce.
Excellent time management skills with the ability to multi-task.
Effective call management skills and the ability to diffuse irate customers.
Patient, tolerant, good sense of humor, slow to anger, action oriented, goal driven, can be diplomatic and firm when necessary.
Knowledge of water heaters and their operation an asset.
Ability to read wiring drawings an asset.
Familiar with gas codes an asset.

Job Types: Full time, Permanent Pay: $28.48-$28.66 per hour

Perks
Casual dress
Company pension
Dental care
Disability insurance
Employee assistance program
Extended health care
Life insurance
On-site parking
Paid time off
Vision care
Wellness program

Education:
Secondary School (preferred)

Language:
French (preferred)

Work Location: In person

📌 Service Advisor Bilingual Fergus
🏢 A.O.Smith
📍 Fergus