Position: Bilingual Centralized Call Centre Representative (Eng/Fre)
Structure: Remote
Shift: Monday–Friday, with a start time between 10:00 a.m. and 2:00 p.m. (8‑hour shift)

ABOUT THIS CAREER OPPORTUNITY

The Centralized Call Centre Representative is located in Markham and reports to the Call Centre Supervisor. Following 3-4 weeks of 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 equipmentHandle internal and external customer inquiries both by telephone and by emailFulfill requests by clarifying desired information, researching appropriate response, completing transactions, and/or forwarding requestsIdentify and escalate issues according to contract and/or priorityMaintain CMMS database including equipment history and status, generation of work orders, monitoring and tracking of unscheduled or open work orders, and overall operation of CMMSFollow up on customer calls where necessaryPass on customer complaints to respective project managersDocument all call information according to standard operating procedures, including but not limited to the call software or call logsProduce call reports as requiredOrganize and maintain various filing systemsAssist in “working alone” procedure or site personnelEnhance organization reputation by accepting ownership for accomplishing new and different requestsExplore opportunities to add value to job accomplishmentsUpdate job knowledge by participating in educational opportunities

WORK FROM HOME CRITERIA

Able to work independently with minimal supervision to perform your daily tasksMaintain performance standardsQuiet and ergonomic workspaceStable internet connection with minimum bandwidth of 10mb/sRemote work location is within the Montreal Area, New Brunswick and OntarioThe 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 clientsAbility to cope under pressure and maintain focus, dealing effectively with setbacks while remaining positivePortrays a positive image and motivates colleagues at all times to ensure continued successEmbraces change and always willing to adopt new practicesHolds self and others accountableAbility to approach problems logically, under pressure and seek innovative solutionsCommunicates effectively (verbally and written) at all levels within an organization and with external parties including enforcing authoritiesUnderstands the needs and perspectives of both internal and external customersPromotes teamwork and collaborationValues and respects others, encourages and supports diversityAbility 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 shiftsMust be able to effectively communicateProficient in Microsoft Office including Excel, Outlook, and SharePointProficiency in French, both written and spoken, is requiredJD Edwards experience is an assetAbility 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.

The expected salary range for this role is $23.75 per hour. The starting salary will be determined based on several factors such as the successful candidate’s qualifications, including but not limited to education and experience. Base pay is one component of Black & McDonald’s total rewards package. Total rewards vary by position and may include additional offerings such as group insurance benefits, pension plan, annual discretionary bonus, career development programs, and other HR programs.

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.

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