Job Details

Company Overview

VIPdesk Connect is a certified B?Corp, women?owned corporation and Best Workplace winner committed to team member happiness.

At VIPdesk Connect, we are passionate about delivering more human customer service. Our core values are central to how we do business, andwe have partnered with some of the worlds best iconic brands to provide an elevated customer experience.

Remote Bilingual (French/English) Customer Service Representative

This is a remote, work?at?home position. The Representative will provide an exceptional customer experience for clients customers via phone, email, SMS, chat, and social media. The role will handle all aspects of service including order placement, returns, replacements, product inquiries, education, recommendations, troubleshooting, and escalated issues for one or more brands.

What Youll Do

• Represent a diverse lineup of products and brands committed to customer service excellence.
• Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, SMS, email, and social media, with phone as the primary channel.
• Answer questions about orders, account status, products, and services, and provide website navigation and troubleshooting assistance following high?quality customer service guidelines and policies.
• Take ownership of issues and follow through to solve problems while exercising sound judgment and achieving a resolution exceeding customer expectations.
• Monitor and report emerging customer trends and recommend process improvements.
• Attend training and meetings to stay up to date with new products, services, processes, and policies.
• Meet performance metrics including customer satisfaction (CSAT), average handle time, quality, and productivity.
• Demonstrate social responsibility through ethical practices and support diversity and inclusion initiatives.

What Youll Need

• 1+ years of demonstrated experience and success in customer service.
• Bilingual proficiency required: fluent written and spoken skills in both English and French.
• High school diploma or equivalent.
• Polite, friendly, and courteous demeanor.
• Respectful, flexible, open?minded when dealing with a wide range of people.
• Effective communication skills, both written and verbal.
• Expertise in asking effective, probing questions, applying listening techniques to identify customer needs, and guiding conversations to resolve requests.
• Able to provide sound recommendations and process improvement ideas based on ongoing support issues.
• Excited to learn and grow; open and accepting of coaching and feedback.
• Technically proficient and motivated to learn new skills.
• Responds positively to change, embracing and using new learning to accomplish complex challenges.
• Adaptable, self?motivated, disciplined to work independently and exhibit ownership in a performance?based team environment.
• Detail?oriented with a focus on meeting quality core standards and goals.
• Able to accurately document customer interaction details with limited errors.
• Able to successfully pass a pre?employment background check and employment reference check where permissible by state and local regulations.
• Ability and stamina for clear and engaging extended phone conversation for the duration of a scheduled shift.
• Due to the home?based nature of this job, the Representative must have a home?office environment that is ergonomically sound and conducive to taking customer calls, internet connection, a wired USB headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies.
• Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI.

Preferred Qualification

• Experience in a fast?paced call center environment.
• Experience working with a customer service ticketing system (e.g., Zendesk, Talkdesk, etc.).
• Previous remote work experience.

Who We Are

VIPdesk Connect believes brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customers love for a brand. And no matter how leading?edge our technology is, it will never replace the power of the one?to?one connection. We have built a culture that cares. Our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and happiness.

VIPdesk Connect is an Equal Employment Opportunity and affirmative action employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V.

We may use artificial intelligence (AI) tools to support parts of the hiring process. Final hiring decisions are made by humans.

The rate for the Bilingual Customer Service Representative, Level 1: $18 per hour.

Our benefits package for full?time team members includes medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance.