Customer Service Representative-overnight - Markham, Canada - BGIS

BGIS

Verified Company

Markham, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who We Are

SUMMARY

The Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests for its clients - 7/24/365.

The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Operations Centre team members are measured against service delivery metrics.

KEY DUTIES & RESPONSIBILITIES

Learns client account details, the service request/work order management systems, the telephony system and Operations Centre policies, processes and operating procedures.
Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers.
Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests.
Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties.
Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and communication of information.
Provides customer service support in English and French.
Participates in program initiatives undertaken by the Operations Centre.
Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
May be required to demonstrate Operations Centre capabilities to prospective hires or to the client.
May be required to provide training to new Team Members.
Other duties as assigned.

WORK HOUR AVAILABILITY REQUIREMENTS

Available to work between 8 PM to 8 AM EST, 3 consecutive days per week within a 24/7/365 environment.
Weekends and holiday work availability on a rotational basis.
May be required to work overtime.

MINIMUM EDUCATION:
High school completion plus a specialized technical or business course.

JOB-RELATED EXPERIENCE:
One year or less.

KNOWLEDGE & SKILLS

Demonstrated language proficiency (both verbal and written) in English and French, including proper grammar, spelling and punctuation. Clear and effective communication skills in both languages.
Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.
Strong customerservice orientation and customer service skills.
Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem solving skills.
Demonstrated organizational skills.
Ability to sustain concentration over a prolonged period of time and pay attention to details.
Demonstrated computer proficiency including solid keyboarding skills.
Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.

LICENSES and/or PROFESSIONAL ACCREDITATION
None required.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization.

We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds.

We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success