Bilingual Customer Service Associate

Job Description

4Refuel is proud to be recognized for its commitment to safety and culture having been named Top Fleet Employer (2020, 2021, 2022,2023) Canada’s Safest Employers – Logistics & Supply Chain (2020, 2021), and certified as a Great Place to Work, and Best Workplaces™ for Women 2023 from Great Place to Work Canada™. As Canada’s largest and most experienced mobile refueller, 4Refuel has dominated the direct-to-equipment market for over 25 years and ranks among the country’s largest fuel buyers. The role of the Bilingual Client Service Representative is to perform the responsibilities listed below in a positive and professional manner under the guidelines of Total Quality Management (TQM). To ensure, through teamwork, that your efforts are focused on maximizing the efficiency of these functions, while meeting the needs and expectations of both our external and internal clients. Working hours are: Sunday- Thursday 9am-6pm EST. Monday- Friday 10am-7pm EST Remote Work What you will do: Maintain and improve the high quality of service 4Refuel has developed by ensuring safe, timely and cost effective delivery to our clients, coordinating with our team of operators and Operations department Utilize the dispatch/routing/CRM software available to reference conversations with clients, their site locations, equipment and refuelling requirements Planning and organizing of call-in deliveries and dispatch accordingly Receive updates and provide details to Operations and Sales teams on scheduled client changes Receive and process COD delivery requests and authorize credit card as required Maintain communication with the client throughout the duration of their fuelling requirement, communicating both positive and negative occurrences Keep the Operations team and the Territory managers updated on significant issues; report any non-service issues as they happen to appropriate parties Provide assistance and direction to operators regarding routes, equipment utilization, TouchPC troubleshooting and client's requirements Problem solve as issues arise, working with Operations, Sales and/or Administration in order to resolve Maintain an excellent relationship with clients, operators and other employees billing issues, including client related charges, supplier/pickup, entries, outstanding cash/credit card deliveries Provide support to Operations staff after hours and on weekends via Cell phone, as needed Develop and maintain an on-going self-improvement program Perform other related duties as assigned Skills/Abilities Required: Must be Bilingual in French (Written & Spoken) Strong interpersonal and communication skills dealing with both external customers and with internal customers at all levels of an organization Ability to multi-task and work under the stress of the needs of varied client/internal issues; it is vital to maintain composure in high activity situations Strong attention to detail and organization skills Must be self-motivated and also have the ability to motivate and direct Operators Ability to work in a team environment Intermediate to advanced skills in MS Word, Excel, Streets & Trips/Mappoint Knowledge of a variety of communication devices, i.e.: Cellular,2-Way telephone devices and email Strong knowledge of Canadian geography, truck/trailer equipment and GPS tracking Possess good phone mannerism Accessible 24/7 to handle coverage or emergency situations Availability to work on-call (via phone) on a rotating basis with other CSR’s (approximately 1 weekend per month) Education Requirements: Minimum Grade 12 Diploma Post-Secondary education in a logistics program and/or combined industry experience is an asset Thank you for your interest in applying, only qualified applicants will be contacted. 4Refuel welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We are committed to diversity at 4Refuel, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. 4Refuel does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities. Job Types: Full-time, Permanent Salary: $50,000.00 per year Benefits: Dental care Employee assistance program Extended health care Life insurance Paid time off RRSP match Tuition reimbursement Vision care Work from home Schedule: 8 hour shift Evening shift Holidays Monday to Friday Night shift Overtime Weekend availability Experience: Customer service: 1 year (required) Language: French (required) Work Location: Remote Job Type: Full-time Salary: From $50,000.00 per hour Benefits: Dental care Employee assistance program Employee stock purchase plan Extended health care Paid time off RRSP match Tuition reimbursement Vision care Schedule: 10 hour shift Weekends as needed Experience: Logistics: 1 year (required) Language: French (required) Work Location: Remote