French and English CSR

# Bilingual Customer Service Representative (CSR) / Administrative Assistant (French & English) **Location:** Remote **Employment Type:** Part-Time (20 Hours per Week), with the potential for additional hours based on seasonal demand **Industry:** HVAC / Home Services **Language Requirement:** Fluent English and French (Required) ## Position Overview We are seeking a highly organized and customer-focused **Bilingual Customer Service Representative (CSR) / Administrative Assistant** to support a growing HVAC company based in **Quebec, Canada**. This hybrid position combines customer service responsibilities with administrative support. The ideal candidate will manage inbound customer communications, appointment scheduling, CRM maintenance, and various administrative tasks while providing exceptional service in both English and French. The role will initially be **part-time (20 hours per week)**, with opportunities for additional hours during the company's busy seasons. ## Key Responsibilities ### Customer Service * Answer inbound customer calls professionally in both English and French. * Assist customers with service inquiries and appointment requests. * Deliver outstanding customer service and ensure a positive customer experience. * Handle customer questions and direct inquiries appropriately. * Support day-to-day call center operations. ### Appointment Scheduling * Schedule and coordinate service appointments. * Update appointment information in the CRM. * Confirm appointments with customers. * Manage calendars and scheduling. * Keep customer records accurate and up to date. ### Administrative Support * Perform administrative and operational support tasks. * Assist with CRM cleanup and data maintenance. * Update customer records and job information. * Support internal reporting and documentation. * Maintain organized digital files and records. * Assist management with administrative projects. ### CRM Management * Maintain customer records in **ServiceTitan**. * Update job information and customer notes. * Review records for accuracy and completeness. * Support ongoing CRM organization and maintenance. ### Additional Responsibilities During Slower Call Periods * Data entry projects. * CRM auditing and cleanup. * Administrative reporting. * Process documentation. * Other operational support tasks assigned by leadership. ## Systems & Software **CRM** * ServiceTitan (Preferred) **Communication Tools** * Phone systems * Email * Internal communication platforms **Productivity Tools** * Microsoft Office Suite * Google Workspace * Shared Calendars * Internal SOP Documentation Training on ServiceTitan and onboarding will be provided before handling client-facing responsibilities. ## Schedule **Initial Schedule** * Part-Time * 20 Hours per Week **Seasonal Flexibility** Additional hours may be available during peak HVAC seasons: * Mid-May through August (Primary Busy Season) * December through January (Secondary Busy Season) ## Required Qualifications ### Language * Fluent English (Written & Spoken) * Fluent French (Written & Spoken) * Ability to communicate professionally with customers in Quebec. ### Customer Service * Minimum of 2 years of customer service experience. * Experience handling inbound customer calls. * Appointment scheduling experience preferred. * Customer-facing experience required. ### Administrative Skills * Administrative Assistant experience preferred. * Data entry experience. * Record management experience. * Strong organizational skills. ### Technical Skills * CRM experience. * Strong computer proficiency. * Ability to learn ServiceTitan quickly. * Microsoft Office proficiency. * Comfortable working with multiple systems simultaneously. ### Communication Skills * Professional phone etiquette. * Excellent written communication. * Strong customer service mindset. * Clear and confident communication. ## Preferred Qualifications * ServiceTitan experience. * HVAC industry experience. * Home Services industry experience. * Call center experience. * Administrative support experience. * Experience supporting Canadian businesses. * Previous remote work experience. ## Ideal Candidate The ideal candidate: * Is fluent in both English and French. * Has excellent customer service skills. * Is highly organized and detail-oriented. * Can balance customer service and administrative responsibilities. * Works independently with minimal supervision. * Enjoys helping customers and supporting business operations. * Is proactive and takes ownership of responsibilities. * Thrives in a fast-paced environment. ## Key Performance Indicators (KPIs) Success in this role will be measured by: * Customer Satisfaction. * Call Handling Quality. * Appointment Scheduling Accuracy. * CRM Data Accuracy. * Administrative Task Completion. * Response Time. * Attendance and Reliability. * Documentation Accuracy. ## What Success Looks Like * Customers receive exceptional service in both English and French. * Appointments are scheduled accurately and efficiently. * CRM records remain organized and up to date. * Administrative tasks are completed on time. * Internal teams receive consistent operational support. * Customer communications are handled professionally. * Business operations run more efficiently through proactive support. ## Growth Opportunity This role offers the opportunity to become a key member of a growing HVAC company. As business demands increase, the position may expand in both hours and responsibilities, providing long-term career growth. ## Additional Notes * Client is located in **Quebec, Canada**. * Fluency in both French and English is mandatory. * ServiceTitan experience is highly preferred but not required. * The role combines CSR and Administrative Assistant responsibilities depending on call volume and business needs. * The selected candidate will report primarily to the **Call Center Manager** while supporting internal operations teams.