Centralized Call Centre Representative; Remote Job Ottawa Ontario Canada,Customer Service/HelpDesk

Position: Centralized Call Centre Representative (Remote)

ABOUT THIS CAREER OPPORTUNITY

The Centralized Call Centre Representative is located in Markham and 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, resolving problems, fulfilling requests, and maintaining and monitoring the work database of the Computerized Maintenance Management System (CMMS).

This is a remote position

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

COMPETENCY 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, 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 Share Point

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.

Competitive compensation and benefits packages

Team events and outings year-round

Empowered people with ambitious goals

Long-term stability

A family business with family values

Ongoing investment in training and development


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