Bilingual Customer Success Representative

Job Responsibility:

Description

We are looking for an outstanding verbal communicator, active listener and natural problem solver. You enjoy talking to people and you are enthusiastic about helping families meet their goals for their children's future.

Responsibilities

• Identifies customer needs and provides best solution or guidance in the best interests of customers.
• Be a subject matter expertise for RESP and assist customer requests for RESP related services over the phone, e-mail and online chat, including contributions, payments and general account related inquiries.
• Offer and guide customer to leverage digital and self serve options to make easy & smooth experience.
• Takes ownership of challenges as they arise, identifying gaps and opportunities to keep customers on track.
• Looks for ways to enhance or improve overall customer experience.
• Organizes customer related information to ensure accuracy, completeness, and confidentiality.
• Acts as both a team player and a leader: someone who can back up teammates and fill in for absences as needed and take the lead on important projects.
• Broader accountabilities may be assigned as needed.
• Supports customers who contact us through our centre, Monday to Thursday, 9 a.m. to 8 p.m. and Friday 9 a.m. to 6 p.m. (Eastern Time). Work schedule may differ from week to week in terms of days worked, hours, and shifts.

Skills, Knowledge and Expertise

One year of experience providing excellent customer service and/or working in a customer support department

• Superior written and verbal communication skills, with a proven ability to express yourself clearly and give your full attention to customer needs over the phone.
• Well-organized and detail-oriented, with the solid record-keeping skills needed to work with our customer tracking systems.
• Excellent organizational and time management skills and thrive on multi-tasking in a fast-paced environment.
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office 365
• Being flexible to meet the needs of the Customer Success Centre.
• A requirement for the bilingual Customer Success Representative role: Fluent in French & English.

About Embark Student Corp.

At Embark Student Corp. (“Embark”), we're on a journey to create an entirely new student experience. One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future. As enablers and orchestrators of students' success, we will create access, affordability and agency for students and their champions across our services and solutions. This will provide them with guidance and support in all aspects of planning and saving for post secondary education - giving them a future-ready advantage and help them thrive well past their educational journey. Embark Corp. is cultivating an environment that enables growth, trust and pioneering. To help drive our transformation and growth, we are guided by the following strategic pillars:

• Elevate our Expertise in Education Savings & Planning
• Aspire to be Trusted and Easy to do Business with
• Put our Customers in the Center of Our Experience
• Partner to Drive Value, Scale and Reach

What makes us qualified to do this? In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students. We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential. As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow. Our vision is set, our future is bright, and we're just getting started. We value each employee for their unique perspectives and experiences. If you are someone who has experience and skills similar to what we are looking for and is aligned with the culture and values, please consider applying! Work Model We have adopted a hybrid model, leveraging the best of remote and in-person work. This work model however can differ depending on roles and leaders. Equal Opportunity Employer We at Embark Corp., are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a culture that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs. Embark Student Corp. has been Great Place to Work® certified since 2018.