Customer Service Representative-Bilingual/French Speaking Team

Overview:

Additional Details and Requirements (PLEASE READ):

• Please note: This role requires you to participate in a quarterly shift bid, which could result in a possible schedule change based on business needs. A shift bid occurs to balance incoming volume and the agents’ schedule. Agents can indicate their preferences for upcoming available shifts based on their performance.
• Available Schedule:
  • 40 hours/week: Monday - Friday, 8:00 AM to 5:00 PM MT
  • Please note: This role requires you to participate in a quarterly shift bid, which could result in a possible schedule change based on business needs. A shift bid occurs to balance incoming volume and the agents’ schedule. Agents can indicate their preferences for upcoming available shifts based on their performance.
• 40 hours/week: Monday - Friday, 8:00 AM to 5:00 PM MT

• This role is 100% remote
• Location Requirements:
  • This role is 100% remote

• Laptop, docking station, and all required cables (up to a 50ft. Ethernet cable)
• Two monitors with stands
• Wireless headset
• NOTE: Provided equipment is intended for work purposes only.
• We provide:
  • Laptop, docking station, and all required cables (up to a 50ft. Ethernet cable)
  • Two monitors with stands
  • Keyboard and mouse
  • Wireless headset
  • Monthly "internet allowance" to offset the cost of your internet service (subject to payroll taxes)
  • NOTE: Provided equipment is intended for work purposes only.
• Keyboard and mouse
• Monthly "internet allowance" to offset the cost of your internet service (subject to payroll taxes)

• Your undivided attention for our customers
• A quiet workspace where confidential information is secure
• Reliable internet service
• Your stellar French and English speaking, writing, and communications skills
• You provide:
  • A quiet workspace where confidential information is secure
  • Reliable internet service
  • Your undivided attention for our customers
  • Your stellar French and English speaking, writing, and communications skills

• Answers are reviewed for completeness, content, and acceptable grammar and spelling (we don't expect perfection, typos happen and we're human).
• No Otter Products knowledge or experience is required to answer these questions.
• A 30-minute video interview in French and English.
• There is no character or word limit for your answers.
• First round
  • Resume and Hiring Manager Review Question response review
    • Answers are reviewed for completeness, content, and acceptable grammar and spelling (we don't expect perfection, typos happen and we're human).
    • This is your first impression. Your well-developed responses provide you the opportunity to show us a little bit about who you are and how you will represent Otter Products through written communication on our chat and email channels.
    • No Otter Products knowledge or experience is required to answer these questions.
    • All answers are reviewed (by the hiring managers, not AI) and used to determine the candidates that move forward to the second round.
    • There is no character or word limit for your answers.
  • Second Round
    • A 30-minute video interview in French and English.
• Resume and Hiring Manager Review Question response review
  • Answers are reviewed for completeness, content, and acceptable grammar and spelling (we don't expect perfection, typos happen and we're human).
  • This is your first impression. Your well-developed responses provide you the opportunity to show us a little bit about who you are and how you will represent Otter Products through written communication on our chat and email channels.
  • No Otter Products knowledge or experience is required to answer these questions.
  • All answers are reviewed (by the hiring managers, not AI) and used to determine the candidates that move forward to the second round.
  • There is no character or word limit for your answers.
• This is your first impression. Your well-developed responses provide you the opportunity to show us a little bit about who you are and how you will represent Otter Products through written communication on our chat and email channels.
• All answers are reviewed (by the hiring managers, not AI) and used to determine the candidates that move forward to the second round.
• Hiring Process (Two Rounds):
  • First round
    • Resume and Hiring Manager Review Question response review
      • Answers are reviewed for completeness, content, and acceptable grammar and spelling (we don't expect perfection, typos happen and we're human).
      • This is your first impression. Your well-developed responses provide you the opportunity to show us a little bit about who you are and how you will represent Otter Products through written communication on our chat and email channels.
      • No Otter Products knowledge or experience is required to answer these questions.
      • All answers are reviewed (by the hiring managers, not AI) and used to determine the candidates that move forward to the second round.
      • There is no character or word limit for your answers.
    • Second Round
      • A 30-minute video interview in French and English.
• Second Round
  • A 30-minute video interview in French and English.

About Otter Products: From our founder’s garage in 1998 to the global technology leader we are today, Otter Products continues to drive growth through innovation. Our industry-leading brands, OtterBox, LifeProof and Liviri lead the way to help people do more and go more places with technology in hand. Otter Products is a global company of more than 900 Otters (employees) with offices in Fort Collins, Colo., San Diego, Calif., Hong Kong, Munich, Germany and Cork, Ireland. Our mission is simple – We Grow to Give which comes to life by way of our charitable arm, the OtterCares Foundation. From innovation and engineering to community and culture – growing to give is at the heart of everything we do. For more information visit otterproducts.com. Responsibilities:

• Adhere to all metrics that directly correlate to the department’s success, while meeting all performance-based Minimum Business Expectations.
• Accurately obtain and enter all relevant customer information and other data into the CRM with efficiency and attention to detail to avoid error and to ensure a “one touch resolution.”
• Wholeheartedly assist consumers with warranties while providing a unique, positive, and overall delightful experience.
• Efficiently assist consumers through multiple contact channels (phone, email and chat) with a positive attitude and desire to help in a thorough manner.
• Abide by our Attendance Policy by maintaining a consistent and dependable record of attendance and punctuality.
• Provide real-time product expertise to educate customers on technical knowledge of our products and to emphasize how our distinctive features benefit each consumer’s lifestyle.
• Opportunity to support our consumers through retail, sales and Customer Service duties at the Otter Shop if interested. Refer to Retail Store Associate job description.
• Cleary and effectively communicate with manager, support staff, IT and peers as needed.
• Embrace the power of feedback in a professional and supportive manner to your manager and peers to support continued success of the organization.

• Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment.
• Other duties as assigned

Qualifications:

• Strong written and verbal communication skills required.
• Bilingual in English/French required
• High School Diploma or equivalent preferred.

EEO: Otter Products, LLC is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, national origin, disability, veteran status, or any other characteristic or status protected by law. For US Based Roles Only - Compensation Range Minimum: USD $19.00/Hr. For US Based Roles Only - Compensation Range Maximum: USD $19.00/Hr. Additional Total Rewards: Customer Service Performance Based Incentive Program Eligible, Benefits Eligible - Full Time- check out otterproducts.com/careers/why for more info, Profit Sharing Program Eligible