Customer Success Representative

Êtes-vous un "Superstar" bilingue qui est attentif aux besoins de vos clients et qui est passionné par le service de qualité?

Aimez-vous aider les autres, être la voix du client et travailler dans un centre de contact au rythme accéléré?

Cherchez-vous un environnement de travail dynamique qui vous encouragera à apprendre et à réussir?

Êtes-vous passionné par la contribution à la communauté et souhaitez trouver des collègues qui partagent les mêmes valeurs?

Souhaitez-vous travailler pour une entreprise établie et florissante qui vous aidera à développer votre carrière tout en vous offrant des avantages et des bénéfices dès le premier jour?

Venez vous joindre à la famille de l'Expérience client!

Les avantages

Un régime de rémunération compétitif incluant:

REER (ne nécessite aucune contrepartie de votre part)

Une prime à l'achat d'un véhicule pouvant aller jusqu'à 300 $ par mois (pour les marques que nous représentons)

100 % des avantages sociaux payés par l'entreprise et 600 $ pour la santé et le bien-être

4 jours payés pour les activités de bénévolat

Et bien plus encore!

À propos de LGM

LGM est l'une des Sociétés les mieux gérées du Canada et un leader national dans la prestation de services de garanties, de financement et d'assurance à l'industrie automobile canadienne. Depuis 1998, LGM fournit avec succès des produits de qualité et mène des programmes de formation avancés. LGM a ainsi établi des partenariats avec les plus grandes marques, notamment BMW/MINI, Kia, Mazda, Hyundai, Volvo, Jaguar/Land Rover, Polestar, Motorrad et Mitsubishi Motors.

Come join our Customer Experience team!

The job:

The Customer Success Representative is responsible for providing exceptional and best-in-class service and successful outcomes for all LGM customers (dealership staff, consumers/contract holders and third parties). Offering customer-centric support across LGM Products, Policy Management and Administration processes, Online Tools and Sales activities (dealer/inside sales and renewals) , the Customer Success Representative plays an important role in helping to uphold LGM’s Service Level Agreements and departmental Key Performance Indicators.

Key Responsibilities:

• Provide exceptional customer service via telephone, written and live correspondence channels to customers who have purchased or who wish to purchase LGM products as well as dealerships selling LGM products
• Monitor customer-facing support channel queues (phone, email, online, live agent) to ensure adherence to our Service Level Agreements and Key Performance Indicators, as well as providing great customer experiences through those contact channels
• Maintain an understanding of LGM products and processes for each OEM, as well as GuardTree and Business Development Center products, in order to provide relevant guidance and support to all customers when necessary
• Liaise with Finance t, Technology, Product and other Customer Experience teams as required to drive through First Contact Resolution on all reported issues/queries
• Liaise with the Sales and Business Development Center teams as required to support sales activity and ensure a global view of dealer activity is provided
• Provide technical support to our sales partners and online customer base (i.e. GuardTree) regarding any system issues or outages
• Take an active customer service role in providing product, process, and customer feedback to feed into annual product revisions and program reviews
• Act as a guide to assist and train relevant LGM and GuardTree customers with self-serve tools in order to boost usage of online methods
• Handle difficult calls and contacts effectively in order to reduce escalations.

Required Skills:

• Fluently bilingual both written and spoken (French/English)
• Strong communication skills (oral & written)
• Excellent organizational and time management skills
• Excellent attention to detail
• Effective and efficient at multi-tasking
• Courteous and professional telephone manner
• Proficient with MS Office suite of products
• Ability to remain self-motivated
• Exceptional customer service and administration skills
• Tactful negotiator
• Creative Problem Solving Skills
• General automotive or dealership knowledge, including current industry standards, sales approaches, vehicle registration and post-sales understanding

Education:

• Post-secondary education an asset

• Willingness to complete requisite licensing programs as required

The perks:

Competitive compensation package including:

RRSP (requires no matching from you)

Vehicle incentives of up to $300 per month towards a vehicle (for one of the brands we represent)

100% Company paid benefits plus $600 Health & Wellness Spending Account.

4 paid days for volunteer/giving back efforts.

And more!

About LGM

LGM is one of Canada’s Best Managed Companies and a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and leading training solutions and has partnerships with leading brands including BMW/MINI, Kia, Mazda, Hyundai, Volvo, Jaguar/Land Rover and Mitsubishi Motors.