Bilingual Customer Service Representative, 12-month Contract

DLL is not your average financial services company. In fact, we’re above average in almost every way. With an employee engagement score of 85% (compared to the 72% industry average), it sure seems like we’re doing something right. And, while most companies survive fewer than 20 years, 2019 marked our 50th.

We collaborate with manufacturers, suppliers, and businesses in more than 30 countries to enable the acquisition of equipment, technology and software that companies need to contribute meaningfully to their communities. We believe in partnering with our customers to develop innovative and sustainable financial solutions that deliver meaningful value to the world.

At DLL, we are committed to making sure that all people, regardless of their race, ethnicity, gender, sexual orientation, age, religion, physical characteristics, or mental abilities, feel welcomed and encouraged to be their authentic selves. We strive to create an inclusive environment that is reflective of the communities in which we operate. Come see what all the excitement is about.

DLL Canada invites you to share in our success by joining our Customer Service Team. We are hiringa Bilingual Customer Service Representative for a 12-month contract.

The Customer Service Representative is responsible for handling inbound requests (phone/fax/email) from customers (external/internal), vendors, brokers and agents, for active, non-delinquent contracts, and preparation or processing of all paperwork related to these requests, also for participation in team or cross-functional initiatives and other duties as required. The position reports to the Manager of Customer Service.

Day to day:

This position will participate in the corporate goal of a 24-48 hour response time in order to meet service level expectations, and ensure that the highest level of customer service is provided to all customers.

Inbound Calls

• Respond to customer questions and inquiries regarding their active contracts, and review and resolve any issues (within guidelines)
• Interact with Vendors and End Use customers
• Warm transfer calls as required to other DLL staff members
• Ensure turnaround time is met, advise Manager or Team Leads if it is in jeopardy
• Participate in department and cross-functional initiatives

Administrative Functions

• Respond to customer or vendor queries regarding active contracts, and resolve cases as related to the inquiry
• Review contracts and investigate as required to determine scope of more involved issues, in order to take necessary action and prepare required paperwork to resolve or correct customer issues
• Manage individual caseload a daily basis, following up on open cases; managing SLA’s on new cases
• Quote Buy-outs, Pay-outs

“Our values are not imposed from the top but built by the members themselves.”

Essentials:

• College diploma in business or administration, or equivalent customer service experience
• Minimum of 1-2 years customer service experience
• Bilingualism (French/English) is required
• Strong interpersonal as well as written and verbal communication skills
• Must be self-directed, decisive and goal oriented, and comfortable working in an empowered work environment with established goals/expectations and limited step-by-step direction
• Strong relationship building skills and a team player
• Strong organizational and planning skills
• Strong aptitude for working with numbers coupled with a basic knowledge of accounting practices
• Ability to work in a very fast-paced environment
• Experience working in CRM platforms
• Ability to work from home remotely/independently and in a virtual team environment

This position allows for remote working from home across all of Canada. Through these unprecedented times, DLL has successfully evolved and adapted to remote work arrangements. We are now excited to offer more flexible opportunities, including full time remote work, that will continue past the COVID-19 pandemic. Whether employees are working in the office, working from home or a combination of both, DLL is proud to uphold the cohesive company culture for all.

Settling In:

At DLL, you will deal with the constantly changing needs of our business and our partners. To make sure we succeed, members must look to the future and adapt to the present. That is why we also encourage members to seek out the best skills across all our offices. The more networked we are as an organization, the more effective we can be at seeing more than a customer and working harder as a partner.

DLL in a nutshell

DLL specializes in asset-based financial solutions for equipment manufacturers, dealers and distributors in the Agriculture, Food, Healthcare, Clean Technology, Transportation, Construction, Industrial and Office Technology industries. We operate in more than 35 countries to enable businesses to obtain and use the assets they need to contribute meaningfully to the world. Our offerings include vendor finance, commercial finance, life cycle asset management, consumer finance, leasing and factoring. For more information about our organization, visit www.dllgroup.com.

Good to know:

DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with DLL values and all applicable legislation.

DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring is subject to successful completion of a background verification and integrity check.