Support Specialist - Bilingual (French)

As a Support Specialist at Corcentric, you will join a fun, collaborative team within an ambitious, entrepreneurial global organization. You will utilize your fluency in French and English to provide phone and email support to clients across the US and Canada, fostering the cultivation of the client experience and account growth.

This key position is a US-based work-from-home opportunity. We are currently hiring out US states where we have an employer presence within the Central and Eastern time zones.

This role reports to the Manager, Payment Operations. Successful candidates have excellent customer service skills, an engaging phone presence, and are comfortable spending a significant amount of time on the phone with US and French-Canadian clients. We’re a dedicated, down-to-earth group in a growing organization offering plenty of opportunity. We look forward to adding you into the mix!

As a Support Specialist, you will:

• Respond to customer inquiries—both technical and non-technical—via phone and email in a professional and timely manner.
• Utilize fluent French-language communication skills to provide support to French-Canadian clients over phone and email
• Handle inbound and outbound calls using a soft-phone application.
• Use CRM (Client Relationship Management) tools to manage your daily workload and maintain accurate case records.
• Navigate websites and search engines to gather contact information for payment execution.
• Submit product and development tickets to report technical issues.
• Apply active listening and probing techniques to effectively resolve customer concerns.
• Troubleshoot payment declines and escalate complex issues when necessary.
• Investigate and resolve invoice discrepancies.
• Follow established call handling procedures and maintain proper telephone etiquette.
• Manage payment cases and ensure accurate updates in CRM and payment systems.
• Verify user information to set up system administrators in the payment system interface.
• Understand and resolve invoice discrepancies and payment execution issues, offering appropriate solutions.
• Follow established security procedures to assist customers with profile management and to update information within the payment system interface
• Use email templates and case management protocols to communicate with customers.
• Forward payment-related issues to clients’ Accounts Payable teams following proper procedures.
• Demonstrate critical thinking and sound judgment in decision-making.
• Communicate clearly and professionally across all channels.
• Take ownership of your tasks and follow through without needing reminders.
• Participate in team improvement initiatives and respond positively to coaching.
• Collaborate effectively with team members to achieve shared goals.

You’ll need to have:

• Excellent verbal, written and interpersonal communication skills, with a focus on quality service delivery.
• Verbal and written fluency in English and Canadian French or Québécois.
• Intermediate level of proficiency with PC software (MS Office applications, internet and web-based applications)
• Attention to detail and accuracy in data entry and case management.
• Accountability and time management to meet deadlines independently.
• Strong collaboration skills with eagerness to contribute to a positive team dynamic.
• Ability to quickly learn new skills and apply them effectively in a fast-paced, dynamic work environment.
• Coachability and a willingness to improve through feedback.

(We want to make sure you’re set up to succeed, and we view these as the critical skills you’ll need to achieve great things at Corcentric!)

It’s great if you also have:

• Previous experience in a customer support or call center environment.
• Familiarity with online payment systems and IVR navigation.
• Experience using CRM systems and MS Excel.
• Knowledge of payment processing or billing systems.

At Corcentric, we know that the hard work of our employees is what drives the success of our organization. We care about who you are and what you value, both inside and outside of work.

Within our organization, you will have the opportunity to work with smart, collaborative team members and approachable leaders. Our down-to-earth, solutions-oriented culture means you'll have the opportunity to get hands-on with interesting work projects and be able to draw a short line from your contributions to business impacts. We prioritize professional development and encourage cross-functional promotional opportunities to enable you to reach your career goals. We have been in business for over 28 years and are thrilled to be actively growing and scaling our teams accordingly - it's an exciting environment and a great time to join.

Your compensation package upon joining Corcentric will be based on a variety of factors, including but not limited to your relevant professional experience and qualifications: your certifications, training, and educational achievements; your geographic location; and Corcentric business and organizational requirements. It is expected that the hourly pay rate for this full-time role will be between $20-$24/hour, plus eligibility for our annual discretionary bonus program.

We also recognize the importance of work-life balance and want to support your efforts to take care of your health and well-being and the health and well-being of those who depend upon you. In support of this, we are proud to offer a comprehensive benefits package to our full-time team members, including:

• Generous annual paid time off program that increases with tenure
• Eight paid holidays plus three personal holidays to recognize or celebrate an occasion that is important to you
• An annual paid day off to volunteer for causes that are near and dear to you
• Paid maternity, paternal/secondary caregiver, and adoptive parent leave
• Company-paid life and disability insurance
• 401k program with a company match
• Medical insurance plan options ranging from a traditional PPO to High Deductible Health Plan options that feature a company HSA contribution
• Dental plan – including orthodontia coverage
• Vision plan – including discount for LASIK surgery
• All medical, dental, and vision insurance plans are available from the first of the month following your start date – no extended waiting period to be eligible!
• A no-cost Employee Assistance Program - 24/7 access to confidential counseling services and a wide range of additional support and professional services

EEO Statement

Our roles require routine use of standard office equipment, such as computers, keyboards, printers, phones, and filing cabinets. You may need to type, reach, and lift office materials of a reasonable weight. Travel may also be required based on job responsibilities and business needs.

Corcentric does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Work Environment & Physical Demands

This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to see, talk, and hear.  Willing and able to travel as required by job responsibilities and business needs.