Job Description:  Bilingual Customer Care Specialist (French/English)
Company: KellyConnect at JJV
Location: Remote
Schedule: Monday to Friday, 9 AM to 7 PM Eastern Time

Position Overview:
The KellyConnect Customer Care Specialist at JJV is responsible for answering incoming calls, placing orders, and resolving customer inquiries to ensure customer satisfaction while maintaining the highest quality standards. This is a fully remote position that requires strong communication skills and a commitment to delivering excellent customer service.
Key Responsibilities:

• Order Management:

  • Receive and process orders from customers in the U.S. and Canada via phone, entering them into the order entry system according to established customer service procedures.
    

  • Ensure compliance with departmental standards while maintaining a high level of accuracy.
    

  
  

• Customer Problem Solving:
  

  • Actively listen to customer concerns and effectively resolve issues, serving as a crucial link between customers and various internal departments such as Sales, Customer Financial Services, Customer Relations, and Distribution.
    

  • Provide timely resolution to customer inquiries, returns, and feedback using appropriate systems and resources.
    

  
  

• Administrative Support:
  

  • Assist with data entry tasks and other administrative duties as needed.
    

  • Serve as a liaison between Customer Financial Services, Customer Relations, Sales, and Distribution teams to meet customer needs.
    

  
  

• Adherence to Policies:
  

  • Follow Environmental Health and Safety policies and procedures while supporting departmental objectives.
    

Qualifications:

• Language Skills:

  • Bilingual fluency in English and French is required; French-Canadian proficiency is strongly preferred.
    

  
  

• Education:
  

  • Bachelor’s degree preferred; High School Diploma or equivalent required.
    

  
  

• Experience:
  

  • Minimum of 3 years of customer service experience, preferably in a call center environment within the past 5 years.
    

  • Experience in the medical device industry is preferred.
    

  
  

• Technical Skills:
  

  • Proficiency in Microsoft Office (Outlook, Word, Excel) is required.
    

  • Ability to perform 10-key and data entry by touch (minimum 40 WPM preferred).
    

  
  

• Personal Attributes:
  

  • Reliable team player with a strong work ethic and a commitment to delivering excellence in all tasks.
    

  • Strong critical listening and problem-solving skills.
    

  • Ability to work collaboratively in a cross-functional team environment and maintain productive relationships.
    

  • Clear and concise written and verbal communication skills.
    

  • Ownership and accountability for all assigned tasks.
    

  • Flexibility to adapt to quickly changing priorities.
    

  • Extreme attention to detail and process compliance.
    

  • Ability to multi-task, plan, and organize effectively.
    

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