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As a Bilingual Customer Engagement Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.

Currently, employment is restricted to residents of the following states: AL, AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. 

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. 

Equal Opportunity Employer 

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here.  Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Application Deadline: Ongoing until positions are filled. Please click apply to start your application. 

For other opportunities, please visit the TP Careers site at https://www.tp.com/en-us/careers.

Your Responsibilities

Customer Engagement Specialists are required to use excellent decision making and innovation to resolve issues and respond to consumer concerns while adhering to company and departmental guidelines.  The position is responsible for resolving high level consumers issues in a fast-paced environment. 

• Resolve complex consumer issues and advise first level representatives on high level issues involving agronomics, products and procedures
• Responsible for the negotiation, timely follow up, quality assurance and personal attention to all concerns brought to their attention so as to ensure consumer satisfaction
• Must possess the ability to quickly assess situations and take appropriate action according to brand and company guidelines
• Professionally represent the consumer services team with brand partners to drive change through the voice of our consumers
• Accurately document and report on consumer interactions
• Engage in consumer communication through calls, live chat or email to answer questions, solve problems and troubleshoot
• Assist consumers in eCommerce transaction and processing payments
• Respond to Social Media posts

We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.

Qualifications:

• Canaian French native speaker and English
• 2+ years’ experience in a consumer facing role preferred
• Experience with utilizing multiple tools and emerging technology
• Google Suite Experience preferred
• Call center, voice, chat and email communication experience preferred
• eCommerce experience
• Able to work independently
• Strong technical aptitude for new technologies
• Ability to work cross functionally within the organization as well as with consumers
• Ability to work remotely in a virtual team environment
• 6 months Customer service experience preferred
• Over 18 years of age
• Ability to type 25 wpm
• High School Graduate or GED
• Comfort with desktop computer system
• Ability to navigate Windows operating systems

Key Competencies:

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Work from Home Requirements

• Internet Requirements:
• A dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 15 Mbps download/10 Mbps upload, ISP under 50ms).
• Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN 
• Proof of internet speed required