Bilingual Customer Support Representative - #187218

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Role description:

After establishing a strong and meaningful position in Canada and the United States with our existing Municipalities, Private Operators, Hospitals, Universities and Airports, as well as the Hotspot app users, the Customer Support Team Members are responsible for continuing to facilitate these relationships by assisting HotSpot customers and clients with inquiries pertaining to HotSpot products.

Role accountabilities:

• Maintaining customer knowledge base.
• Responsible for responding to customer inquiries and performing follow ups as needed in the form of emails and telephone calls
• Assist the Customer Success Team with technical support for app users and municipalities.
• Report system bugs to the proper departments as needed.
• Handle administrative tasks such as reviewing parking ticket appeals, making payments and responding to customer reviews.
  
  

Key Performance Indicators

• Customer support satisfaction level as measured by Zendesk and quarterly client Surveys.
• Customer product usage and adoption by client.
• Call times and quality/quantity of requests handled as assessed by the manager.
• Reviews posted by our users.
  
  

Qualifications & Experience:

• The ability to maintain a healthy relationship with customers and clients.
• Strong organization skills.
• Strong communication skills both internally and externally.
• Bilingual is an asset but not mandatory
• Ability to generate precise written and verbal correspondence which can be measured by: Grammar, tone and level of accuracy in responses.
• Ability to work on a team and communicate effectively across multiple departments as well the ability to work independently.
• Basic computer knowledge and skills such as Microsoft Office and Gmail.
  
  

This role primarily involves evening and weekend shifts. The required working shift hours are from 8 AM to 11 PM Atlantic Time, Monday through Saturday, with a day shift on Sunday.

Why Arcadis?

We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.

Together, we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality, Diversity, Inclusion & Belonging

We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. We are an equal opportunity and affirmative action employer. Women, minorities, people with disabilities and veterans are strongly encouraged to apply. We are dedicated to a policy of non-discrimination in employment on any basis including race, creed, color, religion, national origin, sex, age, disability, marital status, sexual orientation, gender identity, citizenship status, disability, veteran status, or any other basis prohibited by law.

The salary range for this position is $$40.000 - $$50.000. The base salary represents Arcadis’ hiring range for this position. Actual salaries will vary and will be based on various factors, such as location, skills, experience, and qualification for the role.