What are the responsibilities and job description for the Customer Account Representative - Bilingual French (Local Remote Opportunities) position at Primary Services?
Join a company dedicated to professional growth and development while supporting customers in a dynamic industry. Enjoy a role with a clear career path and the opportunity to enhance your skills in customer interaction, problem-solving, and financial analysis.
Primary Services is seeking a Customer Account Representative Bilingual in French to support a prominent organization known for its customer-focused approach and comprehensive services. This role is pivotal in ensuring customer satisfaction and delivering timely, accurate support across various service areas.
Responsibilities:
- Interact professionally with customers via phone and email to resolve inquiries and provide detailed responses.
- Ensure timely resolution of customer requests by coordinating with cross-functional teams, addressing remittance, billing, pricing, and renewal inquiries.
- Analyze and reconcile customer accounts, including service provision, billing, payment, and utility-related details. Escalate issues when necessary.
- Conduct customer surveys to measure interaction quality and Net Promoter Score.
- Prepare and explain Excel-based reports related to billing, payments, and account balances for customers, brokers, and internal teams.
- Perform financial analysis to calculate refunds, credits, or adjustments, preparing summarized reports for approval.
- Communicate resolution steps and outcomes effectively after addressing escalated issues.
- Track and maintain interaction data to analyze customer trends and update management systems.
- Support contract renewals by coordinating with relevant teams and ensuring customer understanding of provisions.
- Maintain productivity and quality standards for consistent, positive customer experiences.
- Identify and communicate trends or problems to management for process improvement.
- Take ownership of additional roles, including subject matter expertise or employee engagement, as needed.
Qualifications:
- Bachelor’s or Associate’s degree preferred, or equivalent job experience.
- 1–2 years of experience in the energy industry, customer service, billing, or collections preferred.
- Proficiency in Microsoft Office, especially Excel, Word, and PowerPoint.
- Strong analytical and problem-solving abilities with the capability to make quick, fact-based decisions.
- Ability to thrive in a fast-paced environment, manage multiple tasks, and adapt to varied audiences.
- Bilingual in English and French is required.
- Flexibility to adjust schedules or work overtime as needed.
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