Building Service Representative, Bilingual

6 months ago

Vancouver, Canada BGO Full time

**Building Service Representative, Bilingual**

**BC, ON, MB, AB | Remote**

**Contact Center**

**Who We Are**: BGO is a leading, global real estate investment management advisor and a globally-recognized provider of real estate services. BGO serves the interests of more than 750 institutional clients with expertise in the asset management of office, industrial, multi-residential, retail and hospitality property across the globe. BGO has offices in 28 cities across twelve countries with deep, local knowledge, experience, and extensive networks in the regions where we invest in and manage real estate assets on behalf of our clients in primary, secondary and co-investment markets. BGO is a part of SLC Management, which is the institutional alternatives and traditional asset management business of Sun Life.

BGO promotes a corporate culture that attracts and retains the highest caliber people. We encourage opportunities for growth, development, and promotion by providing our employees with the resources to work effectively and continually strive to perform better. We are committed to a safe and sustainable work environment.

**The Opportunity**:The Building Service Representative reports directly to the Lead Building Service Representative and is responsible for providing first contact customer service in our 24/7 real estate contact centre. The Building Service Representative will ensure that tenant, resident and client requests for service and enquiries are responded to and routed efficiently using a computerized work order system.** Primary hours are Monday to Friday, 9:00 a.m. - 6:00 p.m. (Pacific), 12:00 pm - 9:00 pm (Eastern).** Flexibility is required as hours may change due to operational needs.

**What You Will Do**:

- Ensure requests are responded to and efficiently routed using the computerized work order system.
- Maintain levels of service and reliability for call handling, productivity and quality control.
- Foster and deliver outstanding customer service to tenants, residents, co-workers, clients, owners, suppliers and the general public. Effectively problem-solve and respond to frequently changing demands.
- Address caller needs in a professional and respectful manner at all times.
- Update building bulletins, technician schedule notes, add frequent callers and update on-call schedules as required.
- Follow departmental Best Practices for quality control. Provide feedback to the operations team to maintain and enhance measurement, procedural systems and infrastructure needed to consistently improve the quality and efficiency of SynchroSERV processes and procedures.
- Other duties as required.

**Sustainability**
- Embrace and proactively support BGO's culture of environmental responsibility and social responsibility.

**Who You Are**:

- **2+ years** of related work or customer service experience. Experience in call centre operations or a keen interest in property management or service centre environment is an asset.
- **High school** **diploma** is required. A post-secondary degree or diploma is desirable.
- Punctuality, reliability and a good attendance record are vital.
- Must be a confident, motivated self-starter who excels working in collaboration with other team members and has a passion for customer service. Accuracy and attention to detail are critical in this role.
- High calibre of spelling/grammar and data entry/keyboarding skills are required to ensure the quality and integrity of data and procedures within the service centre.
- **Communication & Relationship Skills** - Strong relationship skills, superior oral and written communication and presentation skills; ability to develop and sustain cooperative working relationships at all levels; ability to exercise confidentiality; display enthusiasm and have a desire to learn; team player. Communication in French, both oral and written, would be an asset.
- **Organizational/Multi-Task Skills** - Ability to allocate time effectively, work under pressure and manage tight deadlines; ability to handle multiple demands and competing priorities, adapt to new ideas and constant changes; excellent technical, problem solving skills; ability to self-motivate, self-manage and work independently with mínimal direction; highly organized; flexible to scheduling.
- **Computer Skills** - experience using MS Office is desired. Good keyboarding/typing skills (minimum of 40 wpm) are required and experience using PC’s and web-browsers are beneficial.
- **Travel**:

- **Bilingual **- Excellent command of French and English (spoken and written), this position requires regular communication with clients, the accounting and finance departments that operate in other Canadian cities.
- **Police Clearance -** A criminal verification check is required for employment.

At BGO, we recognize that each employee’s unique experiences, perspectives, and viewpoints strengthen our ability to create and deliver the best value to our clients, partners and stakeholders

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