Technical Consultant, Grills
12-month remote contract at Napoleon (grills/home comfort manufacturer): answering consumer and dealer product inquiries by phone and email, handling basic gas/electrical troubleshooting, and entering replacement parts, warranty, return, and payment orders in CRM/ERP (Dynamics 365). Hours 11:30 a.m.–8:00 p.m. EST, Monday to Friday.
- Compensation
- Not disclosed
- Location
- Barrie, Ontario, Canada
- Work setup
- Remote
- Seniority
- Junior
- Employment
- Full time
- Experience
- 2+ years
- Category
- Solutions engineering
- Posted
Skills
Must have
- Minimum 2 years work experience in Customer Service
- Complete all Grill onboarding courses (NED)
- Microsoft Office Beginner (Excel, Word, Outlook)
- Strong communication skills
- Entry-level product knowledge and basic understanding of troubleshooting gas and electrical situations
Nice to have
- High School diploma, College Diploma/Certificate, or University degree in related field
- Prior contact centre or technical assistance experience
- ERP experience (Dynamics 365 is an asset)
- Bilingual French/English
- Personal Development courses in World Class Customer Experience
Full description
Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-wide scale.
The warmth and experience that Napoleon product brings to the homes of our customers transcends borders, language, and cultures to elevate everyday experiences, so you love being home. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.
This posting is for an existing contract vacancy and is actively being recruited for.
Title: Technical Consultant, Grills
Hours: 11:30 a.m. to 8:00 pm EST Time - Monday to Friday
Location: Remote Work
This is a fully remote opportunity open to candidates residing in Alberta (AB), Ontario (ON), Quebec (QC), and New Brunswick (NB).12-month Contract
Reporting to the Team Leader, the Technical Consultant, Grills is accountable to effectively respond to product information inquiries from Consumers & Dealers via phone, emails & other service channels, with a continued goal to improve on processes and grill knowledge. Provide “Best in Class Customer Experience” as per corporate guidelines/objectives to existing and new customer base. The Grill Technical Consultant will enter replacement parts and warranty orders and record relevant information in the CRM application. They have an entry level knowledge regarding products, processes as well as a basic understanding of troubleshooting gas and electrical situations.
Key Responsibilities and Accountabilities:
- Effectively responding to product information inquiries from Consumers & Dealers via phone, emails & other service channels at an entry level. May perform tasks in French or alternate 2nd language.
- Enter replacement parts and warranty orders, record relevant information in CRM application.
- Achieves contact, order and CRM volume goals.
- Respond to basic technical & troubleshooting inquiries without the need for handoff.
- Able to enter Return Authorizations and Credit Memos.
- Maintains minimum average 80% on call/email quality evaluations.
- Enter customer payments and credits.
- Report necessary revisions to replacement parts manuals, and report issues with our product website.
- Shares new or modified product information with team.
- Helps identify and track potential product quality issues and report through Quality Audit.