Centralized Call Centre Representative (Remote)

ABOUT THIS CAREER OPPORTUNITY

The Centralized Call Centre Representative is located in Markham and 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, resolving problems, fulfilling requests, and maintaining and monitoring the work database of the Computerized Maintenance Management System (CMMS).

This is a remote position

• 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

COMPETENCY REQUIREMENTS

WORK EXPERIENCE REQUIREMENTS

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

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.

Empowered people with ambitious goals

Team events and outings year-round

Competitive compensation and benefits packages

Ongoing investment in training and development

Long-term stability

Interesting and challenging work