Bilingual Centralized Call Centre Representative (Remote) - …, Markham

Position:

Bilingual Centralized Call Centre Representative (Eng/Fre) Structure:

Remote Shift:

Monday–Friday, with a start time between 10:00 a.m. and 2:00 p.m. (8‑hour shift)

ABOUT THIS CAREER OPPORTUNITY The Centralized Call Centre Representative is located in Markham and reports to the Call Centre Supervisor. Following 3-4 weeks of in-office and/or virtual training, you will be given the opportunity to work entirely remotely if you are able to meet the criteria to ensure your success. Their primary focus is to support work order creation for the FMO and Service departments to ensure the delivery of high quality facility services to our customers. This position will respond effectively in order to serve customers by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining and monitoring the work database of the Computerized Maintenance Management System (CMMS).

Answer telephones, order taking, file organization, and operation of office equipment

Handle internal and external customer inquiries both by telephone and by email

Fulfill requests by clarifying desired information, researching appropriate response, completing transactions, and/or forwarding requests

Identify and elevate issues according to contract and/or priority

Maintain CMMS database including equipment history and status, generation of work orders, monitoring and tracking of unscheduled or open work orders, and overall operation of CMMS

Follow up on customer calls where necessary

Pass on customer complaints to respective project managers

Document all call information according to standard operating procedures, including but not limited to the call software or call logs

Produce call reports as required

Organize and maintain various filing systems

Assist in“working alone” procedure or site personnel

Enhance organization reputation by accepting ownership for accomplishing new and different requests

Explore opportunities to add value to job accomplishments

Update job knowledge by participating in educational opportunities

WORK FROM HOME CRITERIA

Able to work independently with minimal supervision to perform your daily tasks

Maintain performance standards

Quiet and ergonomic workspace

Stable internet connection with minimum bandwidth of 10mb/s

Remote work location is within the Montreal Area, New Brunswick and Ontario

The work from home criteria provided are the general requirements but are not limited to the list above

COMPENTENCY REQUIREMENTS

Maintains a professional demeanour at all times with fellow employees, vendors, sub-contractors, and clients

Ability to cope under pressure and maintain focus, dealing effectively with setbacks while remaining positive

Portrays a positive image and motivates colleagues at all times to ensure continued success

Embraces change and always willing to adopt new practices

Holds self and others accountableAbility to approach problems logically, under pressure and seek innovative solutions

Communicates effectively (verbally and written) at all levels within an organization and with external parties including enforcing authorities

Understands the needs and perspectives of both internal and external customers

Promotes teamwork and collaboration

Values and respects others, encourages and supports diversity

Ability to work independently with limited supervision

WORK EXPERIENCE REQUIREMENTS

2-3 years of related call centre, customer service, or dispatching experience

SKILLS, QUALIFICATIONS AND OTHER REQUIREMENTS

Must be available and open and flexible to working different shifts

Must be able to effectively communicate

Proficient in Microsoft Office including Excel, Outlook, and SharePoint

Proficiency in French, both written and spoken, is an asset but not required

JD Edwards experience is an asset

Ability to type a minimum of 50 WPM accurately

Black&McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

The expected salary range for this role is $23.75 per hour. The starting salary will be determined based on several factors such as the successful candidate’s qualifications, including but not limited to education and experience. Base pay is one component of Black&McDonald’s total rewards package. Total rewards vary by position and may include additional offerings such as group insurance benefits, pension plan, annual discretionary bonus, career development programs, and other HR programs.

#LI-RM1

#J-18808-Ljbffr