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Bilingual – Customer Success Specialist(Smart Reno)


This is a Contract position in Montreal, QC posted November 13, 2021.

RBC Ventures is a new kind of business – one that marries the strength of one of the world’s most trusted and successful financial institutions with a mission to reimagine the role we play in people’s lives – to move RBC ‘beyond banking’. We’re building a world-class organization focused on designing exceptional experiences, exploring new business models and creating exponential value. In 2020, we were named by Fast Company as one of the 100 Best Workplaces for Innovators and we’re looking for team members with the curiosity to explore, the capabilities to build and capacity to help us deliver our mission


What is the opportunity?

As a Customer Success Specialist for Smart Reno, you will be reviewing project submissions from homeowners as they come in, and ensuring they capture the information necessary before sending them to our network of contractors. You should be comfortable with talking on the phone and be passionate about creating a positive experience for our clients – both homeowners and contractors.


About Smart Reno
Smart Reno helps homeowners find and compare qualified and available contractors for their renovation projects. We solve the pain of looking for the right contractors, by simply allowing clients to post their project and providing them with multiple pre-screened contractors, saving time and money. For contractors, we are an efficient and cost-effective client acquisition channel. 


What will you do?

  • Be the first point of contact with our clients
  • Communicate, by phone, with all our clients, to better define their home improvement project
  • Answer by phone and by email any support questions from our clients and our contractors
  • Use all our in-house software to maintain our client databases up to date


What do you need to succeed?

  • 2+ years’ experience in customer service
  • Must be fluently bilingual in both French and English
  • Have great listening abilities, be able to process and summarize information received
  • Comfortable being on the phone for 80-95% of your day
  • Self-starting and organized
  • Team-work oriented, dynamic (ability to adapt) and proactive (think ahead)



  • Renovation industry knowledge or passion for learning about how renovations work, even if you’ve never done a reno before
  • Passionate about improving team efficiency through identifying and recommending removal of activities that do not add value to the client (aka “lean thinking”)


What’s in it for you?

We thrive on the challenge to be our best, to keep growing as an organization and as individuals, and to work together in a supportive culture and environment.  We care about each other and about making a difference in our communities, and in people’s lives. 

  • A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation and paid vacation.
  • Leaders who support your development through coaching and managing opportunities 
  • Work within an innovative space, building new products and solutions with a start-up mentality, backed by one of the world’s most trusted and successful financial institutions
  • Flexible work/life balance as part of a remote, distributed team
  • Work in a dynamic, collaborative, progressive, and high-performing team


RBC Ventures


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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at

City:  Montreal 
Address:  1 Place Ville Marie 
Work Hours/Week:  37.5 
Work Environment:  Office 
Employment Type:  Permanent 
Career Level:  Experienced Hire/Professional 
Pay Type:  Salary + Variable Bonus 
Required Travel (%):  0-25 
Exempt/Non-Exempt:  N/A 
People Manager:  No 
Application Deadline:  11/30/2021 
Platform:  Strategy 
Req ID:  405790
Ad Code(s):  RBC Ventures