Customer Service & Coordination

• Handle inbound and outbound customer calls in a professional, friendly, and efficient manner
• Respond to customer inquiries related to services, appointments, and general information
• Schedule, confirm, reschedule, and coordinate appointments for field teams and consultants
• Provide clear and timely updates to customers regarding appointments, services, and next steps
• Escalate complex issues or concerns to the appropriate team members when necessary
• Maintain a high level of customer satisfaction through effective communication and follow-through

Data Entry & Reporting

• Accurately input, update, and maintain customer and operational data in CRM systems, databases, and spreadsheets
• Verify data for errors, inconsistencies, and completeness
• Retrieve and process data for reporting, analysis, and client deliverables
• Research, compile, and prepare reports and quotes for clients
• Track submission deadlines and success rates for reports and deliverables
• Maintain organized records of templates, reports, and reference materials

Administrative & Team Support

• Coordinate with internal teams (sales, operations, finance, etc.) to gather required information
• Ensure all reports, quotes, and data outputs are accurate and aligned with company standards
• Assist with document management, filing, and administrative tasks
• Support the preparation of presentations, marketing materials, and client-facing documents
• Monitor schedules to avoid conflicts, gaps, or missed appointments
• Prepare daily activity summaries and updates for management
• Participate in team meetings, trainings, and process improvements
• Support additional administrative and operational tasks as assigned

Compliance & Quality

• Ensure data security, confidentiality, and compliance with company policies
• Maintain accuracy, organization, and attention to detail across all tasks
• Continuously improve processes and stay updated on best practices

Qualifications

• High school diploma or equivalent (additional certifications in administration or related fields are a plus)
• Fully bilingual in French and English (spoken and written), with familiarity in Canadian French/Quebec terminology preferred
• Proven experience in customer service, data entry, or administrative roles
• Strong phone presence with a professional and courteous communication style
• Proficiency in Microsoft Office (Word, Excel, Outlook) and CRM systems
• Excellent organizational, multitasking, and time-management skills
• Strong attention to detail and accuracy
• Ability to work independently in a remote environment while staying accountable
• Reliable, punctual, and consistent in meeting deadlines and responsibilities
• Ability to quickly learn service-related or technical information