Canada Customer Relations Specialist - Bilingual

BMW Financial Services NA, LLC was established in 1993, supporting the sales and marketing of BMW products.

Subsequently, we have expanded beyond the leasing, retail and commercial financing of a traditional captive-finance company offering a broad variety of products tailoredfor the BMW, MINI and Rolls-Royce customer.Be a part of our exciting growth by expressing an interest in our Customer Relations Specialist position located in Columbus, OH.

As a Canada Customer Relations Specialist is responsible for the first line and escalated contacts for BMW Group Canada regarding BMW, MINI, and Motorrad customers, dealers and/or prospects by answering, addressing, and resolving incoming telephone and written inquiries of a brand and product nature.

Responsible to handle and document customer calls, written correspondence and/or surveys regarding general inquires, concerns, and issues related to BMW products, parts, retailers, services, sales in addition to any other inquiry or complaint presented with established service levels.

In this role, you must remain knowledgeable about all BMW, MINI and Motorrad products, policies, and procedures, customer satisfaction and legal elements involved in customer matters.

You will escalate to management any potential difficulties in terms of product and safety.

The ideal candidate will be bilingual in English and French (writing and speaking).

WHAT AWAITS YOU.


* Employ call quality and customer satisfaction techniques to maximize the customer's satisfaction with the call.


* Ensure the highest level of customer service through direct contact with drivers, potential drivers, BMW Centers, field staff, and BMW headquarters, and to assure that BMW is resolving all complaints and inquiries appropriately.


* Research the background of the inquiry or complaint with appropriate personnel at the dealership and investigate customer service history through repair orders, CRM, Warranty System, and other resources.


* Work closely with the dealer, field staff, and customer to use all resources necessary to negotiate a resolution that is mutually satisfactory to the customer and to BMW.


* Escalate application or service-related issues that affect the customer negatively i.e., website performance, application failures, etc.

to your Team Leader or Manager for review/resolution.

As a Customer Relations Specialist your shifts will vary between the hours of 9AM - 9PM on Monday - Thursday and 9AM - 6PM on Friday.

Some evenings through the week will be required.

During the initial training period, you will be onsite with your colleagues and trainer.

In support of BMW Financial Service business objectives, this position requires regular attendance at a BMW office with remote work capability (hybrid).

WHAT YOU SHOULD BRING.


* High School Diploma or equivalent


* 6-12 months experience in Customer Service, Customer Relations Experience


* Fluent in both verbal and written French in a business/pr...