WW Looking for Bilingual (Preferred) Fully Remote Customer Service Weight Watchers at Toronto, ON Full Time

Who we are

The Member Support Specialist (Bilingual English/French preferred) are the friendly voices you hear when you call with a general question, assisting members via inbound calls. The Support Specialists provide product and services information as well as assisting with billing inquiries, product sales, website and app technical assistance, and membership retention.

What you will do

Work from a remote location (e.g., your home) that is quiet and free of distractions.

• Provide support to the member servicing various product questions and/or issue resolution via inbound calls.
• Provide timely, efficient and accurate follow up to user questions or issues.
• Answer incoming member calls regarding billing issues, product problems, service questions, and general concerns.
• Serve as a champion of the brand and help save membership through excellent communication and brand awareness.
• Responsible for maintaining a high level of professionalism working to establish rapport with every member.
• Update member information in multiple member databases depending on member need.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.

Key Performance Measurement:

• A score card that reflects performance on agent satisfaction, issue resolution, quality assurance scores, data accuracy & service speed.
• Schedule adherence including attendance, on-time arrival/departure, timely breaks and lunches.
• Management observation regarding attitude, diligence, team contributions, and willingness/ability to learn new skills and information.
• Other key metrics prescribed by WW Contact Center leadership, resulting in positive member impact.

Who you are

Here’s what you need to bring to the table:

• Bilingual English/French preferred but not required
• High School or GED Diploma
• Excellent written communication skills; attention to detail, data accuracy and speed.
• Ability to navigate multiple technology systems.
• Interpreting data and questions to create first contact resolution.
• Problem analysis and problem-solving.
• Customer service orientation.
• Adaptability in a fast paced changing environment.
• Ability to multitask.
• Well-versed in fast response data entry communication
• Must have excellent grammar, punctuality, speed and the ability to thrive in a complex organization.
• Must be able to think proactively and to collaborate effectively.
• Must have high speed internet (50MBPS or greater)

Required computer specifications for Customer Service agents.

Computer purchased within the last 4 years:

• Minimum quad-core CPU (processor)

• Minimum 8GB of RAM (memory), 16GB recommended

• Operating System must be currently supported:

• Supported Microsoft Operating Systems: Windows 10, Windows 11

or

• Most current version of Apple Mac OS available

• Chromebooks, Chromeboxes, and mobile devices are not supported.

• Operating System must be updated on a regular basis and checked for updates monthly

• Ensure automatic updates are enabled during non working hours

• Virus and spyware protection software and a working firewall. (Windows built-in Firewall/Defender is

fine).

• Software programs that may be required include Adobe Acrobat Reader, Google Chrome and AppGate

SDP.

High-Speed Internet Connection:

• Wired connections to modem/router is preferred and recommended

• Wi-Fi connections to modem/router are permitted as long as there isn’t any interference or packet loss

• Must have a consistent minimum bandwidth of 25 Mbps download and 10 Mbps upload at all times

Mobile Device: Smartphone or Tablet (released within the last five years).

• Operating System must be updated on a regular basis

• Must be able to access the App Store/Play Store and be able to install apps such as Okta Verify

Headset

• Supports both output and input (headphone(s) and microphone)

How to Check System Specs

• PC

• Click on Windows button in the lower left-hand corner

• Type in ‘This PC’ and then right click on This PC

• Click on Properties

• Mac

• Click the Apple icon in the top left corner of your screen. From the drop-down menu

• Click About This Mac to open the System Information window

How to check Internet speeds: https://www.speedtest.net

Job Type: Part-time

Salary: $18.00-$19.00 per hour

Benefits:

• Casual dress
• Flexible schedule
• Store discount
• Wellness program
• Work from home

Schedule:

• 4 hour shift
• Day shift
• Evenings
• Evening shift
• Morning shift
• Night shift

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)