Job Description

Position: Centralized Call Centre Representative
Structure: Remote
Shift: Monday-Friday, 12pm-9pm EST (9am-6pm PST, 10am-7pm MST)ABOUT THIS CAREER OPPORTUNITYThe Centralized Call Centre Representative reports out of the Markham office and reports to the Call Centre Supervisor. Following virtual training, you will be given the opportunity to work entirely remotely if you are able to meet the criteria to ensure your success. 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).

• 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

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, New Brunswick and Ontario
• The work from home criteria provided are the general requirements but are not limited to the list above

COMPENTENCY REQUIREMENTS

• Maintains a professional demeanour at all times with fellow employees, vendors, sub-contractors, and clients
• Ability to cope under pressure and maintain focus, dealing effectively with setbacks while remaining positive
• Portrays a positive image and motivates colleagues at all times to ensure continued success
• Embraces change and always willing to adopt new practices
• Holds self and others accountable
• Ability to approach problems logically, under pressure and seek innovative solutions
• Communicates effectively (verbally and written) at all levels within an organization and with external parties including enforcing authorities
• Understands the needs and perspectives of both internal and external customers
• Promotes teamwork and collaboration
• Values and respects others, encourages and supports diversity
• Ability to work independently with limited supervision

WORK EXPERIENCE REQUIREMENTS

• 2-3 years of related call centre, customer service, or dispatching experience

SKILLS, QUALIFICATIONS AND OTHER REQUIREMENTS

• 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
• Proficiency in French, both written and spoken, is an asset but not required
• JD Edwards experience is an asset
• Ability to type a minimum of 50 WPM accurately

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.

Black & McDonald