Job Description

Position: Building Service Representative - Bilingual (French and English)
Location: Fully Remote
Job Type: Temporary to Permanent StatusThe opportunity:The Building Service Representative reports directly to the Lead Building Service Representative and is responsible for providing first contact customer service in our 24/7 real estate contact centre. The Building Service Representative will ensure that tenant, resident and client requests for service and enquiries are responded to and routed efficiently using a computerized work order system. Primary hours are Monday to Friday, 9:00 a.m. - 6:00 p.m. (Pacific) / 12:00 pm - 9:00 pm (Eastern). Flexibility is required as hours may change due to operational needs.Location: This position is remote, however there may be occasional meetings so the ideal candidate would be close to either cities - Toronto or Ottawa.Responsibilities:- Provide excellent customer service and support for tenant, resident and client requests and enquiries received via various communication channels (phone, email, web).
- Ensure requests are responded to and efficiently routed using the computerized work order system.
- Maintain levels of service and reliability for call handling, productivity and quality control.
- Foster and deliver outstanding customer service to tenants, residents, co-workers, clients, owners, suppliers and the general public. Effectively problem-solve and respond to frequently changing demands.
- Address caller needs in a professional and respectful manner at all times.
- Update building bulletins, technician schedule notes, add frequent callers and update on-call schedules as required.
- Manage client requests by multi-tasking between phone, email, web and fax queues while managing and balancing multiple priorities to meet fluctuating call volumes.
- Follow departmental Best Practices for quality control. Provide feedback to the operations team to maintain and enhance measurement, procedural systems and infrastructure needed to consistently improve the quality and efficiency of processes and procedures.What you need to be successful in this role:- 2+ years of related work or customer service experience. Experience in call centre operations or a keen interest in property management or service centre environment is an asset.
- High school diploma is required. A post-secondary degree or diploma is desirable.
- Punctuality, reliability and a good attendance record are vital.
- Must be a confident, motivated self-starter who excels working in collaboration with other team members and has a passion for customer service. Accuracy and attention to detail are critical in this role.
- High calibre of spelling/grammar and data entry/keyboarding skills are required to ensure the quality and integrity of data and procedures within the service centre.
- Communication & Relationship Skills - Strong relationship skills, superior oral and written communication and presentation skills; ability to develop and sustain cooperative working relationships at all levels; ability to exercise confidentiality; display enthusiasm and have a desire to learn; team player. Communication in French, both oral and written, would be an asset.
- Language: Bilingual English and French - verbal and written.
- Organizational/Multi-Task Skills - Ability to allocate time effectively, work under pressure and manage tight deadlines; ability to handle multiple demands and competing priorities, adapt to new ideas and constant changes; excellent technical, problem-solving skills; ability to self-motivate, self-manage and work independently with minimal direction; highly organized; flexible to scheduling.
- Computer Skills - experience using MS Office is desired. Good keyboarding/typing skills (minimum of 40 wpm) are required and experience using PC\'s and web-browsers are beneficial.Please send your resume in Word format to Karen Thomas at karen.thomas@quantum.ca.REFER AND EARN A $50 GIFT CARD! For more details, click here.OUR VIRTUAL DOORS ARE OPEN! We\'re also bringing the interviews to you by various web applications, virtually! Contact us today for your next opportunity.Services de Gestion Quantum Lt\xc3\xa9eDepuis sa fondation \xc3\xa0 Montr\xc3\xa9al en 1968, Quantum a acquis une renomm\xc3\xa9e enviable et est devenue le partenaire de ressources humaines de choix des entreprises priv\xc3\xa9es ou du domaine public. Notre mission d\'excellence et notre engagement ind\xc3\xa9fectible...

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