Job Description

Description
Great new role with a leading & growing distributor &manufacturer in Richmond Hill. The Bilingual Customer Service Specialist provides frontline support to companies' Club members, processes rebate eligibility transfers, and assists with rebate submission documentation. The role also supports mailbox management and dispute resolution processes, contributing to an excellent member experience and smooth operation of club programs. This is a full time, permanent and In Office (Richmond Hill, ON) position. Salary 50K, full benefits. Hours: Friday - Monday (9.00 am - 5.00 pm). Growing organization & collaborative work environment!
Responsibilities

• Handle incoming customer inquiries via phone, email, and ticketing system through companies' Club Channel.
• Process routine club membership requests, changes, and cancellations.
• Provide first-level support for rebate eligibility transfer inquiries and documentation, including proactively contacting new club members to collect all necessary paperwork for eligibility transfers.
• Support company rebate submissions by ensuring accurate collection and verification of transferred eligibility documentation.
• Track eligibility transfer statuses and provide timely updates to members.
• Address initial deposit-related inquiries and disputes following membership cancellations, escalating complex cases to the Manager as required.
• Provide backup support for managing the company information mailbox and ensure timely response to all general business inquiries.
• Maintain current knowledge of all incentive and rebate programs, club policies, and transfer requirements.
• Update member and eligibility transfer records in CRM and maintain organized filing systems.
• Generate reports on customer interactions, transfer status, and case resolution metrics.
• Participate in training sessions and actively contribute to process improvements.
• Meet established KPIs for customer satisfaction, response times, transfer processing, proactive outreach completion rates, and mailbox responsiveness.

Qualifications

• Post-secondary education (College diploma preferred) or equivalent experience.
• Bilingual in French and English (mandatory).
• Minimum 1-2 years of customer service experience.
• Experience with documentation processing and regulatory compliance preferred.
• Technical proficiency with CRM, ticketing platforms, and MS Office Suite experience an asset.
• Excellent organizational, communication, and interpersonal skills.
• Detail-oriented, able to multi-task, and comfortable with proactive outreach.
• Proficient in MS Office Suite; positive, professional demeanor.
• Problem-solving and escalation awareness
• Adaptability and initiative in responding to changing processes or member needs
• Teamwork and collaboration with Manager and colleagues

Skills Required