Bilingual Customer Service Representative

Job Description

BGIS is a leading provider of customized facility management and real‑estate services. With a combined team of over 6,500 global employees, we relentlessly focus on enabling innovation through the services we deliver while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available at www.bgis.com.

Summary

The Bilingual Customer Service Representative provides customer service and front‑line support to clients with respect to the maintenance and operations of their buildings. Responsibilities include handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.

The Operations Centre is a critical environment within BGIS Canada, responsible for receiving and dispatching facilities service requests for its clients – 7 / 24 / 365. The work environment is fast‑paced and client‑service focused. In order to ensure ongoing performance success, Operations Centre team members are measured against service delivery metrics. The Customer Service Representative is required to provide service in English and French.

Key Duties & Responsibilities

• Learn client account details, the service request / work order management systems, the telephony system and Operations Centre policies, processes and operating procedures.
• Fill basic client requests, including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers.
• Assess and accurately assign level of priority to facilitate timely fulfillment of service requests.
• Learn techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties.
• Receive guidance and support in completing service requests, including activities such as proper work order processing, dispatching and communication of information.
• Provide customer service support in either English and French.
• Participate in program initiatives undertaken by the Operations Centre.
• Maintain confidentiality of client account information and other confidential information. Conduct work in a professional manner.
• May be required to demonstrate Operations Centre capabilities to potential and existing clients and to prospective hires by having such people y‑cord into live calls.
• May be required to provide training to new Team Members.
• Other duties as assigned.

Work Hour Availability Requirements

Knowledge & Skills

Licenses and / or Professional Accreditation

Seniority level

Employment type

Job function

Industries

At BGIS, we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier‑free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit of organizational success!

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