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Customer Service Home Agent - Bilingual (French Canadian (Qu-b-cois)/English)

Company: L.L.Bean
Location: Portland
Posted on: September 15, 2022

Job Description:

We invite you to be part of our team of trailblazers dedicated to helping people discover and enjoy the outside. Come join us. Because on the inside we're all outsiders. And if it's outside, we're all in.We need bilingual [Quebecois (French Canadian) and English] Customer Service Home Agents to take incoming calls from our customers while working from home. Pay Grade: 6All Applicants must reside in the state of MaineStarting pay is $18.50/hr. or more 2nd shift will earn an extra $1 after 6PMWe are hiring Year-Round Bilingual (French Canadian (Qu--b--cois)/English) Customer Service Home Agents (CSR2 level) to handle inbound and outbound contacts both from our English and French-speaking customers while working from home.Position Purpose: Utilizing knowledge of company products, and/or services, handles in/outbound customer contacts that are predominantly routine in nature but may require deviation from standard screens, scripts and procedures and a higher level of interpretation and judgment. Uses computerized systems for tracking, information gathering, and troubleshooting. Answers inquiries in French and English, resolves customer problems, promotes and sells products and services, enters and confirms sales. Assesses customer needs and suggests/promotes products or services. Interacts with each customer providing world-class customer service focused on customer retention, sales & service. Job Responsibilities:

  • Receives and processes customer requests using various channels of communication (e.g. Phone, mail, email, and electronic commerce).
  • Navigates through systems to accurately process customer orders (understands and uses business unit rules as required (e.g. International).
  • Makes outbound calls to follow up with customers as appropriate.
  • Utilizes system resources to stay abreast of, and be able to share, company specific information and to build/strengthen the customer's personal relationship with L.L.Bean.
  • Handles escalated/irate customer calls, as necessary.
  • Keeps abreast of all product information and responds to general product inquiries. L.L.Bean Home Agents must be able to attend a 1-hour equipment training onsite in Portland. Our Customer Service Representatives are required to have the following schedule availability:
    • 30+ hours per week
    • First OR Second Shift availability during the following hours:
      • First Shift (7AM-6:30PM)
      • Second Shift (2PM-11PM) Interview requirements: A PC or laptop with a webcam. An internet connection - see specifications below. Interviews, Quebecois language assessment, onboarding, and training are conducted over a TEAMS video call (similar to Zoom). Part of the interview is a computer skills assessment that is observed. Qualified candidates are asked to schedule their own interview and receive a TEAMS link in advance of the interview. Once you are set up, virtual, web-based training classes are scheduled separately. Again, a web camera is required. The L.L.Bean Home Agency program requires you to have the following in your proposed home office - you will be asked to send photos of your home office set up for approval. A computer and Internet Service that meet all system requirements listed below. NOTE: there are no exceptions:
        • A Personal Computer Operating System:Windows or Mac only. Chromebooks/Chromium and other Operating systems are not compatible. * Windows 10 or above (Windows S mode is not compatible)* For Mac: macOS High Sierra (10.13), macOS Mojave (10.14), macOS Catalina (10.15), macOS Big Sur (11)
          • A Webcam installed and ready to go
          • A separate headset with a microphone with a USB connection is required for MS Teams video calls
          • Monitor at least 17" (most Home Agents prefer 24")
          • 8 GB of RAM minimum, 16 GB preferred
          • Full-size keyboard with the number pad
          • Mouse with scroll wheel
          • A separate keyboard and mouse with a scroll wheel is required if using a laptop
          • Power strip surge protector Broadband Internet Minimum acceptable speeds are below. A faster service provides a better experience.
            • Download - 25 Mbps
            • Upload - 5 Mbps
            • Satellite service, hotspots, or mobile WiFi such as a 5G Gateway device are not allowed due to inconsistent service levels that have impacted customers. Modem/Router
              • Modem/Router must have an available port for the phone connection. L.L.Bean provides an IP Phone which requires a wired internet connection to your modem/router.
              • The modem must be accessible, within 10 feet of the phone, and have an available slot for the phone connection L.L.Bean Home Agents must have an existing phone (Cell phone or existing landline in the event of an emergency). Workspace requirements: Home office must be in MaineA separate workspace in the house that is quiet and free from noise/distraction because:
                • The Payment Card Industry (PCI) standards require customer information not to be viewed or overheard by third parties. For this reason, we have strict security standards that require a -separate workspace.
                • Customers should have a superior service experience when calling us - household noises such as dogs barking; clocks chiming, etc. can have a negative impact and must be avoided.
                • A desk and chair that allows the Home Agent to work safely and comfortably (incorporate good ergonomics) L.L.Bean supplies:
                  • Phone (VoIP)
                  • Headset, power brick, and cables
                  • Software downloads to access our L.L.Bean systems securelyWe understand that it is everyone's responsibility to create and foster an inclusive environment where everyone can be themselves at work and make it easy for others to do the same. Health and Safety Requirement: Every employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures, reporting unsafe conditions or at-risk behaviors to leadership, and conducting work in a safe manner. Skills and Qualifications:
                    • Reside in the State of Maine
                    • Must be fluent in both English and French (Quebecois- French Canadian); Speaking, reading, and writing
                    • Demonstrate the L.L.Bean values of service, perseverance, respect, integrity, a love of the outdoors, healthy living, and a customer service orientation
                    • Ability to learn new systems quickly, and be motivated to help L.L.Bean maintain our stellar Brand reputation
                    • Availability and flexibility to work varied hours to support the needs of the business
                    • Previous customer service experience is preferredIf you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals. Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan. Because, when it comes to the outside-we're all in. Visit to learn more.Being outside brings out the best in us, no matter where we come from or what we believe. At L.L.Bean, we value individual differences and encourage our co-workers to be themselves - because -the uniqueness of each individual makes L.L.Bean better.

Keywords: L.L.Bean, Portland , Customer Service Home Agent - Bilingual (French Canadian (Qu-b-cois)/English), Hospitality & Tourism , Portland, Maine

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