Customer Service Representative - Bilingual (French/English)

At WSA, we are pioneers in hearing health. Our goal is to change lives across all markets, channels, and price points. We are characterized by our strong focus on innovation, customer centricity and partnerships. We have a diverse range of products, services and channels that enable us to operate in multiple markets and segments within the hearing healthcare industry. Learn more about our brands on our webpage.

About the role:

The Customer Service Representative (CSR) is essential to maintaining a world-class customer experience for WSA Canada business to business (b2b) customers. As a CSR, you will act as a primary point of contact for customers (clinics carrying our hearing devices and products) submitting inquiries and concerns via phone, chat, email, and fax. This role is critical in providing support to our customers as you action requests efficiently, professionally, and positively about our products and services while maintaining accurate records to drive a seamless customer experience.

This is a permanent full-time position. Ideal candidates will be based within the Burlington, Ontario region (or surrounding areas) as this is a hybrid working model with an average of 3 days per week onsite at our Burlington (Mainway) head office.

What you'll be responsible for:

• Providing exceptional customer service: Handle high-volume multi-channel (email, phone, chat, fax) customer inquiries in a timely manner. Respond to customer concerns professionally and proactively. Provide information about WSA products and services. Determine customer requirements and escalate questions and concerns as needed. Perform troubleshooting and resolve product issues and concerns.

• Maintain customer records and files: Maintain electronic customer records based on interactions. Perform order entry based on WSA’s SOPs (standard operating procedures) to ensure accuracy. Process credits.

• Stay abreast of WSA product and services and the hearing care industry: Develop and maintain a knowledge base of the evolving products and services offered. Stay abreast of industry changes and competitive intelligence to best service our customers.

• Additional responsibilities: Support business needs by performing other duties as assigned. Provide support on special products and other members of the department.

What you'll bring:

• Secondary school or equivalency, post-secondary education or relevant certificates or courses would be an asset.

• Fully bilingual in French/English (oral and written) is required for communication with French-speaking customers nationally, including in the province of Quebec.

• 2+ years of direct experience in a high-volume B2B (business to business) customer service capacity handling multiple inbound channels.

• Direct experience working in the health, health technology or products, or electronic product space is strongly preferred. Hearing health or assisted device experience would be a definite asset.

• Effective oral and written communication.

• Technical proficiency and comfortability adopting and leveraging new software and tools. Experience with RingCentral (or other virtual calling/faxing platforms), Microsoft Outlook, Microsoft Teams, Microsoft Excel, Salesforce (or other CRM platforms), Magento/Adobe Commerce (or other ecommerce software) is required.

• Commitment to accuracy and maintaining detailed and concise records with direct experience maintaining customer contact records in a CRM platform, ideally Salesforce.

• Team player attitude.

• Commitment to delivering an exceptional customer experience to differentiate WSA and our products within the hearing care market.

• Ability to use sound judgement in decision-making while interacting with customers to ensure the best customer experience.

What we offer:

• $50,000 - $55,000 annual base salary based on experience + annual bonus entitlement

• Day shift Monday to Friday working hours with no weekends/holidays worked

• Employer-paid health, dental and vision benefits upon day one of hire

• Generous vacation and personal day policies

• RRSP program with employer-matching starting in your first week

• Education assistance program and ongoing mentorship/professional development opportunities

• A culture that promotes inclusivity and a shared passion in making a positive impact in our community

To join us on our journey in providing Wonderful Sound for All, click the "Apply Now" button!

WSA acknowledges that this posting represents a current, existing vacancy. We use an Applicant Tracking System to post vacancies and manage candidate data; Artificial Intelligence is not used in the decision-making process in screening or interviewing candidates, however, may be used for note-taking or automations such as email communication.

WSA is committed to fair and accessible employment practices, and we welcome and encourage applications from candidates with disabilities. Accommodations are available on request for candidates taking place in all aspects of the selection process; requests can be submitted via [email protected].