Customer Service Agent - Bilingual

✨ Customer Service Agent - Be the voice of FLO and create memorable experiences**

You are known for your customer service skills, problem-solving abilities, and comfort communicating with diverse clients? Do you enjoy helping, diagnosing, and finding concrete solutions in a dynamic environment? This role is for you!

At FLO, we don't just build one of the largest electric vehicle charging networks in North America: we're shaping the future of sustainable mobility. By joining our Customer Experience team, you'll play a key role in satisfying and retaining our B2B and B2C clientele.

🧭 The Role

As a Customer Service Agent, you'll act as a true brand ambassador to our users and partners. You'll be at the heart of client interactions and actively contribute to delivering high-quality service in the electric vehicle charging station domain.

• Daily customer service & support:

Answer calls and emails from users, administrative contacts, and electric vehicle charging station owners, ensuring professional and courteous service

• Diagnosis & resolution:

Perform high-level diagnostics and resolve level 1 troubleshooting incidents within prescribed timelines and according to company quality standards

• Escalation management:

Escalate unresolved issues or complaints according to established processes to ensure effective follow-up

• Inter-team collaboration:

Work closely with various stakeholders and internal teams to stay informed about new products, services, and procedures

• Sales support:

Pre-qualify B2B leads and assign them to the sales team to contribute to organizational growth

• Continuous contribution:

Participate in any task or project related to improving the customer experience and collaborate with various stakeholders

🌍 Work Location & Flexibility

• Candidate based in Quebec: Hybrid mode - remote work and in-person collaboration 2 days per week

💡 Why Join FLO?

• Because you'll be on the front lines to deliver exceptional customer experiences;
• Because you'll directly contribute to the satisfaction and retention of our B2B and B2C clientele;
• Because you'll work in an innovative and rapidly growing technological environment;
• Because you'll be part of a significant mission: accelerating the electrification of transportation and the energy transition

Requirements

• 🚀 What Defines You

🎓 Education & Technical Skills

• Post-secondary education in any relevant field;
• Minimum of two years of experience in a customer service role;
• Excellent communication skills in French and English, both oral and written — English is required as we serve clients across North America;
• Proficiency in Microsoft Office suite programs and comfort in a highly digitized work environment;
• Ability to perform level 1 diagnostics and navigate effectively through various technological tools

🧠 Human Skills

• Excellent stress management and ability to thrive in a dynamic environment;
• Initiative and autonomy;
• Strong teamwork and collaboration skills;
• Customer-oriented approach and developed sense of service;
• Ability to manage multiple requests simultaneously with rigor and professionalism
• ✨ What Will Set You Apart
• Customer service superstar;
• Knowledge of Salesforce or another CRM with customer service ticketing;
• Knowledge of call center software and omnichannel environments;
• Being the happy driver of an electric vehicle!

Benefits

• Collective REER:

Employer contribution up to 2%. Save for the future.

• Welcome Days:

5 days to start at FLO. Begin your first year on the right foot.

• Recharge Days:
• 5 days off to take care of yourself and your family
• Summer Fridays:

Afternoons off. Enjoy the sun.

• Telemedicine:

Easy access. Quick care for the whole family.

• Enhanced Holidays:

Recognized experience. More time to enjoy.

• EV Benefits:

Home charging station offered. Drive green.

• FLO Friends Discount:
• Share FLO benefits. Grow the network
• Insurance:

Full coverage. Peace of mind.

• Culture:

Humanity and close leadership. Together, we grow.

• Parental Leave:

5 extra days in addition to RQAP. For your family.

• JEDI:

Justice, Equity, Diversity, Inclusion. A program that harmonizes our teams.