Job Description

The Night Shift Centralized Call Centre Representative (bilingual) 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 and resolving problems, fulfilling requests, and maintaining and monitoring the work database of the Computerized Maintenance Management System (CMMS).

WORK FROM HOME: Following the 3-4 weeks of in-office and virtual training, you will be given the opportunity to work entirely remote if you are able to meet the criteria to ensure your success.

*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.

RESPONSIBILITIES

• 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 \xe2\x80\x9cworking alone\xe2\x80\x9d 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

• Fully Bilingual in English and French
• 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 in English and French (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, ABILITIES, AND OTHER REQUIREMENTS

Due to many mandatory vaccination requirements at client projects / facilities, in order to provide substantial employment by ensuring compliance with our clients mandates, the successful candidate will be required to validate full vaccination prior to hire.

• 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
• JD Edwards experience is an asset
• Ability to type a minimum of 50 WPM accurately

BENEFITS

• Competitive pay
• Paid training at our Montreal location
• Medical and dental benefits after 6-month probation period
• Option to contribute to our voluntary pension plan after 6-month probation period
• Opportunity to enhance your professional and technical skills with the possibility of growing within the company

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