Customer Reputation Specialist at BRP Inc. in Sherbrooke, QC

WHY JOIN THE TEAM?

Are you DRIVEN, RESOURCEFUL, THOUGHTFUL and GUTSY?

Do you have PASSION to move people, DRIVE to deliver on your commitments, INGENUITY to defy conventions and TRUST to build strong relationships?

Then you have what it takes in your DNA for a place in BRP’s team.

BRP is searching for a Consumer Social Reputation Specialist. Within the Customer Services team, you maintain customer’s trust in BRP. You are an essential link between BRP customers and our Customer Advocate, our Executive team, our Global Brands and Communication team, and our Customer Service team in solving complex, sensitive and high visibility issues. You are the guardian of BRP’s reputation on social media and help build its credibility.

YOUR KEY RESPONSIBILITIES

The Consumer Social Reputation Specialist is responsible for damage control, customer recovery and retention for BRP’s most demanding, social influential and high profile customers. Working hand in hand with our dealership network, our customers and your customer service colleagues, you :

• Develop, negotiate and deliver to customers creative solutions to their complex problems;
• Identify and escalate emerging customer dissatisfier in order to seize opportunities for operational improvements;
• Communicate official positioning on company issues in collaboration with BRP’s external communication team;
• Balance company and customer needs with customer experience and social media best practices;
• Establish relationships with other functions and departments to mobilize the right resources when needed in order to reach the best possible reconciliation.

YOUR QUALIFICATIONS & SKILLS

• Minimum 5 years’ experience providing excellent customer care, including via social channels and with high visibility situations;
• Great knowledge of social media customer care best practices;
• Excellent verbal and written communication skills;
• Resourcefulness and flexibility;
• Advanced judgement, negotiation and problem solving skills;
• Superior interpersonal skills;
• Outstanding follow through and organizational ability;