Bilingual Customer Service Rep – Winnipeg

Job Type: Full Time ON SITE Winnipeg

Hours: Vary from 7:30 am-4:00 pm CST

About AnswerNet

AnswerNet is the brand name for the AnswerNet family of companies. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions.

Job Summary:

A significant portion of our client base consists of religious organizations/charities. Agents are required to handle calls regarding donations, doctrine, and services for these specific groups. Join our team and together we can help people help others! Our talented team represents various Non-Profit organizations and works hard to make a difference in our world.

The Inbound Customer Service Representative is responsible for the delivery of superior customer service by processing inbound calls effectively and efficiently, meeting the donor's and client's expectations as well as achieving profitable results for AnswerNet clients through multichannel services. This role will focus on acquiring new donors and retaining the existing ones with the goal of raising funds for our clients.

If you are friendly, motivated, and have the passion to make a difference, this is the job for you!

Job Duties / Responsibilities / Essential Functions:

• Must be able to read, write, and speak French & English clearly, without hesitation or pauses.
• Provide an excellent Customer Experience across all channels, adhering to all designated quality standards on each call.
• Demonstrates professionalism and great customer service etiquette, using empathy and understanding.
• Utilizes applications effectively to process customer transactions accurately.
• Maintains a working knowledge of client products, services, and promotions.
• Ensures compliance with all client and company policies and procedures.
• Demonstrates a strong desire to meet goals and raise funds for long-term organizational sustainability.
• Completes offline donor administrative work such as responding to emails, updating addresses, or researching information.
• Reports on donor trends, and itemizes activity drivers, complaints, and accomplishments as requested.
• Educating the customer on ways they can support their cause.

Required Knowledge / Skills / Abilities / Qualifications:

• Education equivalent to a High School diploma/GED or the equivalent in related work experience.
• Exceptional telephone etiquette is required as well as the ability to maintain complete confidentiality of any and all information gained while performing this role.
• 1 year of customer service experience.
• Demonstrates excellent customer service skills and the ability to remain calm in stressful situations.
• Excellent computer and administrative skills (Type 35 WPM).
• Demonstrates excellent phone skills, chat, and email with effective active listening, comprehension, and conversation skills.
• Demonstrates effective verbal and written communication skills.
• Demonstrates the ability to establish a great working relationship both internally and externally in a team environment.
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well.

WAH Requirements:

• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible).
• Hard-wired high-speed internet connection (ethernet cable).
• USB-connected Headset.
• Webcam.
• A quiet dedicated place to work free from distractions including pets and children.