Bilingual - Centralized Call Centre Representative

ABOUT THIS CAREER OPPORTUNITY

The Centralized Call Centre Representative (bilingual) reports to the Call Centre Supervisor. 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 and resolving problems, fulfilling requests, and maintaining and monitoring the work database of the Computerized Maintenance Management System (CMMS).

Full-time position - $23.75 / hour

WORK FROM HOME : Following the 3-4 weeks of in-office and virtual training, you will be given the opportunity to work entirely remote if you are able to meet the criteria to ensure your success.

• 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
• Ability to attend the primary work location (Montreal) within 3 hours should the need arise.
• 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
• 2-3 years of related call centre, customer service, or dispatching experience
• 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
• JD Edwards experience is an asset
• Ability to type a minimum of 50 WPM accurately
• The work from home criteria provided are the general requirements but are not limited to the list above.

RESPONSIBILITIES

COMPETENCY REQUIREMENTS

WORK EXPERIENCE REQUIREMENTS

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

Due to many mandatory vaccination requirements at client projects / facilities, in order to provide substantial employment by ensuring compliance with our clients mandates, the successful candidate will be required to validate full vaccination prior to hire.

BENEFITS

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.

One company with endless opportunities to learn and grow

Ongoing investment in training and development

Empowered people with ambitious goals

A family business with family values

Long-term stability

Team events and outings year-round