[Hiring] Bilingual Centralized Call Centre Representative @Black & McDonald Limited

Role Description

The Centralized Call Centre Representative is located in Markham and reports to the Call Centre Supervisor. Following 3-4 weeks of 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.

• 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 escalate 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.

Qualifications

• 2-3 years of related call centre, customer service, or dispatching experience.
• Proficient in Microsoft Office including Excel, Outlook, and SharePoint.
• Proficiency in French, both written and spoken, is required.
• JD Edwards experience is an asset.
• Ability to type a minimum of 50 WPM accurately.

Requirements

• Able to work independently with minimal supervision to perform 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.
• Must be available and open and flexible to working different shifts.
• Ability to cope under pressure and maintain focus, dealing effectively with setbacks while remaining positive.
• Communicates effectively (verbally and written) at all levels within an organization and with external parties including enforcing authorities.
• Ability to approach problems logically, under pressure and seek innovative solutions.
• Promotes teamwork and collaboration.
• Values and respects others, encourages and supports diversity.

Benefits

• 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.

Company Description

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.