Bilingual (English & French) Customer Service Representative

You will work within a large team, providing personalized service and professional expertise to Ford and Lincoln customers. As a Customer Service Representative, you will play a critical role in creating a world-class ownership experience. Your main responsibilities include engaging with customers, resolving complex inquiries, and providing professional expertise to build long-term loyalty.

Responsibilities:

• Provide superior customer satisfaction by delivering excellent customer experience with each customer contact
• Positively support Company products and initiatives with customers
• Problem solve and analyze account history to understand the customer's financial situation and determine the most effective course of action
• Follow established procedures and adhere to Ford Credit's policies and guidelines
• Deliver professional representation as a brand ambassador for Ford Credit
• Adapt and pivot in a fast-paced environment, managing a high volume of inbound and outbound calls
• Participate actively in team meetings and contribute to continuous improvement
• Support team and company goals by demonstrating flexibility and a willingness to take on new tasks
• Use company resources responsibly

Qualifications:

• High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency
• Excellent communication skills (written and verbal) in both French and English
• Proficiency in handling difficult conversations and probing for information while maintaining a professional demeanor
• Technical proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software

Preferred Qualifications:

• Previous experience in collections, credit, or a high-volume financial services environment
• Ability to work effectively in a remote team environment
• Experience with inbound and outbound calls, prioritizing customer and dealer satisfaction
• Ability to perform multiple tasks simultaneously and pivot to other work requirements as needed

Salary: $45,760.00 - $53,872.00 per year, with eligibility for a Quarterly Flexible Bonus Rewards program.