Call Centre Representative

1 week ago

Montreal, Quebec, Canada Black & McDonald Full time
Job Summary

The Centralized Call Centre Representative is a key role in supporting work order creation for the FMO and Service departments at Black & McDonald, ensuring high-quality facility services to customers. As a remote position, this role will respond effectively to serve customers by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining the Computerized Maintenance Management System (CMMS) database.

About This Career Opportunity

This is an exciting opportunity to join our team as a Centralized Call Centre Representative. In this role, you will be responsible for handling internal and external customer inquiries via telephone and email, fulfilling requests by clarifying desired information, researching appropriate responses, completing transactions, and/or forwarding requests.

Key Responsibilities
  • Answer telephones, take orders, organize files, and operate office equipment
  • Handle internal and external customer inquiries by telephone and email
  • Fulfill requests by clarifying desired information, researching appropriate responses, 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
Competency Requirements
  • Maintains a professional demeanor 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 mandatory vaccination requirements at client projects / facilities, 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 SharePoint
  • JD Edwards experience is an asset
  • Ability to type a minimum of 50 WPM accurately
Compensation and Benefits

We offer long-term stability, empowered people with ambitious goals, competitive compensation and benefits packages, a family business with family values, collaborative and supportive work culture, and interesting and challenging work.

The estimated salary for this role is $55,000 - $65,000 per year, depending on experience.

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