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Bilingual Overnight Customer Experience Representative
3 months ago
If you thrive in a team-oriented workplace that challenges your skills, drives your career development, embraces diversity, and rewards innovation with competitive pay and great employee programs, join the Ainsworth (a GDI company) team today
Position Summary:We are looking for a Bilingual Overnight Customer Experience Representative (CER) who will provide excellent customer service to our clients through multiple channels (Phone, Email, and Chat). A day in the life of a CER includes receiving client service requests/alarms through the above channels, entering work order information into our clients' third-party systems, and updating the progress of the work orders. All client requests must be administered within the prescribed specific process from that client while meeting the expected level of service based on our Service Level Agreement. The CER will also handle calls regarding critical alarms, troubleshoot the alarm, and dispatch a technician/supplier if needed. The successful candidate will take ownership of effectively handling client inquiries and issues while ensuring customer satisfaction is at the core of every decision. Our CERs will also perform administrative tasks that may be assigned from time to time.Responsibilities:- Receive calls or emails from clients related to service or daily operations of their sites.
- Create and complete work order requests on all incoming calls and email requests.
- Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner.
- Develop and maintain an understanding and working knowledge of all aspects of the RBAS centre with an emphasis on building automation systems.
- Act on incoming building automation alarms.
- Provide direction and information to clients and service providers as required to ensure excellent coordination and execution of work with minimal disruption.
- Monitor SLA commitments on all work orders and raise issues if the SLA is at risk.
- Conduct statistical analysis and reporting.
- Build and develop solid relationships with customers, dispatchers, and technical staff to retain existing customers and increase new sales when applicable.
- Manage constantly changing priorities and adapt to business needs and requirements.
- Adhere to all company policies and procedures.
- Perform all job functions in a safe and healthful manner, abiding by all applicable Health, Safety, and Environmental policies and regulations.
- Adhere to the Company’s Quality System operating procedures.
- Perform other duties as assigned by Management.
- 2-4 years of previous experience in a customer support role through a contact centre.
- College/university graduate or equivalent work experience.
- Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required.
- Ability to communicate clearly and set expectations with internal and external clients.
- Good interpersonal and communication skills.
- Superior customer service skills and orientation with the willingness to actively help our clients.
- Collaborative style needed.
- Ability to maintain professionalism under stressful situations.
- Strong organizational skills with the ability to identify problems and proactively act if needed.
- Ability to plan and manage work under time constraints, without direct supervision.
- Experience working in HVAC/Building Automation industry or a related field is an asset.
- Must be available to attend and successfully complete a four (4) week full-time paid training program.
- Bilingual: English / French
