OVERVIEW
As a Customer Experience Associate, you will be a trusted front-line expert who is empowered to provide information and solutions to existing and potential customers regarding Kitco’s full range of products and services. Motivated by being an advocate for the customer and providing an exceptional customer experience, you will actively promote and sell products and services that matter to our clients based on their individual needs and goals.
The selected candidate will work a full-time schedule of 37.5 hrs/week, between 11:00 am and 7:00 pm on Monday to Thursday and 9:00 am-5:00 pm on Friday. Training hours are from 8:30 a.m. to 4:30 p.m. and can last up to six weeks.
ESSENTIAL FUNCTIONS AND TASKS:
The responsibilities of this position include, but are not limited to the following:
• Deal directly with customers over the phone or through written correspondence.
• Adhering to service levels and schedules.
• Provide consistent, prompt, and professional customer service throughout all channels of communication.
• Optimize sales from inbound/outbound calls and through online chat.
• Provide customers with current product and service information.
• New account creation (lead generation initiatives).
• Manage customer account by ensuring accuracy, record keeping of both interactions and transactions.
• Communicate and coordinate with internal departments.
• Adhere to all Precious Metals department policies and procedures.
• Advocate for the customer – ensure their voice is heard at Kitco.
• All other tasks as needed.
REQUIRED SKILLS AND COMPETENCIES:
• Bilingual (English/French); Fluency in a third language such as Spanish and/or Mandarin would be an asset.
• Excellent English written and verbal communication skills.
• Ability to prioritize and handle multiple tasks.
• Creative problem solving, anticipating the unexpected and having solutions readily available.
• Ability to accomplish goals and objectives on time with a focus on quality.
• College Degree in a related discipline (ex; Finance, Accounting, Economics, Business).
• Fully proficient with MS Office, Outlook, and Excel.
• 3 years of experience as a Customer Service Representative.
• Committed to increasing customer satisfaction and building lasting relationships.
• Sales- and service-oriented with a demonstrated ability to listen actively, identify sales opportunities, first-call resolution and problem solving.
• Strong time management, communication, and negotiation skills.
• Attention to detail in a fast-paced environment.
• Demonstrated flexibility to adapt to a constantly changing environment.
• Team player with strong interpersonal skills.
• Positive and energetic attitude.
• Passionate about learning.
First line of communication with a mainly American clientele.
Written communication with customers and colleagues outside Quebec, as well as with partners and vendors. Need to be familiar with the various regulations in force in the different American states. Ability to modify and draft contracts for English-speaking clients.