Bilingual Customer Experience Representative - Overnight and Weekend

Job Description

Job Description

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the GDI Ainsworth team today!

Job Summary:

We are looking for Bilingual (English / French) Customer Experience Representative - overnight and weekend who enjoy challenges and who love helping customers. We offer the opportunity to learn and develop your skills and talents in a rewarding career through our advancement program. At Ainsworth, our customers are our top priority. As Customer Experience Representatives (CER’s) you will believe in high-quality customer experiences. Using phone calls and emails as your everyday working tools, you will be there to listen, support and problem solve Ainsworth client’s requests from across North America.

Key Responsibilities:

• Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
• Create and complete work order requests on all incoming calls and email requests.
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
• Develop and maintain an understanding and working knowledge of all aspects of the RBAS centre with an emphasis on building automation systems
• Act on incoming building automation alarms.
• Provide direction and information to clients and from time-to-time service providers as required to ensure excellent coordination and execution of work with minimal disruption
• The CER is to monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, they will raise the issue with the appropriate department.
• Statistical analysis and reporting.
• Build and develop solid relationships with customers, dispatchers and technical staff, in a coordinated effort to retain existing customer base and increase new sales when applicable.
• Ability to manage constantly changing priorities and adapt to business needs and requirements.
• Adhere to all company policies / procedures and to the Company’s Quality System operating procedures
• Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
• Perform other duties as assigned by Management.

Qualifications:

• 2-4 years of previous experience in a customer support role through a Contact Centre
• College/university graduate or equivalent work experience
• Bilingual: English / French
• Experience working in HVAC/Building Automation industry or a related field is an asset.
• Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
• Ability to communicate clearly and set expectations with internal and external clients
• Good interpersonal and communication skills
• Superior customer service skills and orientation with the willingness to actively look to help our clients
• Collaborative style needed
• Ability to maintain professionalism always under stressful situations
• Strong organizational skills with the ability to identify problems and proactively act if needed
• Ability to plan and manage work under time constraints, without direct supervision
• Ability to maintain composure under stressful situations.
• Must be available to attend and successfully complete a four (4) week full-time paid training program.

The pay range is $20.00 to $30.00 per hour. Actual salaries will vary based on factors such as education, experience, knowledge, skills, and abilities, as well as alignment with market data. The base salary is just one component of Ainsworth’s total compensation package, which also includes additional rewards and benefits such as short-term incentives and health insurance, among others.

This posting is for an active and current vacancy; interested applicants are encouraged to apply as soon as possible.

Why work at GDI Ainsworth?

GDI Ainsworth is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation

Rewards: Service milestones and peer recognition plus Employee Discounts and Incentives

Flexibility: Hybrid working models, where applicable

Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

GDI Ainsworth is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

GDI Ainsworth is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.