Bilingual Customer Experience Representative

Accountabilities: In this role, you will combine customer service expertise with technical problem-solving to resolve inquiries efficiently while maintaining high service and quality standards. Provide positive customer experiences and troubleshoot basic technical issues primarily through inbound and outbound phone interactions. Provide customer support through digital channels when required. Assist customers with product-related issues and identify appropriate resolutions or next steps. Escalate complex cases or seek guidance from internal resources and subject matter experts when necessary. Guide customers through installation, mobile application setup, product registration, and other how-to inquiries. Act as the voice of the customer by communicating recurring issues, case drivers, and known problems to internal stakeholders. Build customer trust by consistently following through on commitments and providing professional, courteous support. Develop and maintain strong knowledge of mechanical and electronic consumer products and their components. Build expertise in advanced troubleshooting scenarios and more complex products, including connected and integrated locks. Participate in ongoing product, technical, and customer service training. Maintain working knowledge of product catalogs, manuals, instructional materials, templates, and pricing documentation. Follow established processes and maintain high standards of performance and service quality. Meet established goals, KPIs, and performance expectations consistently. Contribute positively to team activities and cross-functional collaboration. Requirements: The ideal candidate combines strong customer service experience with technical aptitude, excellent communication skills, and the ability to manage multiple priorities in a high-volume environment. Bilingual proficiency in French and English is required. Minimum 3 years of customer service experience preferred. High school diploma or GED required; a bachelor's degree is an asset. At least 1 year of experience handling a high volume of customer inquiries. Ability to type at least 55 words per minute at corrected/net speed. Excellent written and verbal communication skills, including strong grammar and punctuation. Basic computer skills and confidence working with PC-based applications. Working knowledge of Microsoft Office applications, including Outlook, Word, and Excel, as well as basic web applications. Strong proficiency and comfort using applications on smart devices such as smartphones and tablets. Ability to multitask, prioritize competing demands, and manage time effectively. Ability to identify recurring customer issues and communicate relevant trends. Strong relationship-building skills and the ability to establish professional cross-functional working relationships. Customer-focused mindset with strong attention to quality, professionalism, and follow-through. Benefits: Fully remote work opportunity available in Alberta, British Columbia, Manitoba, Nova Scotia, Ontario, Quebec, Saskatchewan, New Brunswick, and Prince Edward Island. Full-time schedule, generally Monday to Friday from 9:00 a.m. to 5:30 p.m. EST. Potential requirement to work weekends or holidays when business needs require. Competitive base salary of CAD $44,000–$64,000 , depending on skills, experience, and other permitted factors. Eligibility for a 5% bonus incentive . Eligibility for paid time off and holiday pay. Eligibility for overtime compensation. Health, dental, and other insurance coverage. Tuition reimbursement and opportunities for continued professional development. Employee discounts. Individual development plans and career growth opportunities. Opportunities for strengths-based development through CliftonStrengths testing and coaching. Collaborative, cross-functional, and high-energy working environment. Commitment to diversity, inclusion, and belonging. Opportunities for community involvement and giving back. Ongoing training to strengthen product knowledge, technical capabilities, and customer service skills.