Nightshift Centralized Call Centre Representative - Markham, Canada - Black & McDonald Limited

Black & McDonald Limited

Verified Company

Markham, Canada

5 hours ago

Posted by:

Sophia Lee

beBee Recruiter

Description

ABOUT THIS CAREER OPPORTUNITY
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.

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WORK FROM HOME CRITERIA:

Able to work independently with mínimal 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
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

Fully Bilingual in English and French
Maintains a professional demeanour at all times with fellow employees, vendors, subcontractors, 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

23 years of related call centre, customer service, or dispatching experience
Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.

SKILLS, ABILITIES, 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
JD Edwards experience is an asset
Ability to type a minimum of 50 WPM accurately

BENEFITS

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