Centralized Call Centre Representative | Customer Service Expert

3 weeks ago

Ottawa, Ontario, Canada Black & McDonald Full time

About This Career Opportunity

The Centralized Call Centre Representative at Black & McDonald is a key position that plays a vital role in supporting the delivery of high-quality facility services to our customers. Located in Markham, this role reports to the Call Centre Supervisor and involves responding effectively to customer inquiries, resolving problems, and maintaining the work database of the Computerized Maintenance Management System (CMMS).

Key Responsibilities:

  • Answer telephones, take orders, organize files, and operate office equipment
  • Handle internal and external customer inquiries via telephone and email
  • Fulfill customer requests by clarifying desired information, researching 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 call software or call logs
  • Produce call reports as required
  • Organize and maintain various filing systems
  • Assist in "working alone" procedures or site personnel

Competency Requirements:

  • Maintain a professional demeanor at all times with fellow employees, vendors, sub-contractors, and clients
  • Able to cope under pressure and maintain focus, dealing effectively with setbacks while remaining positive
  • Portray a positive image and motivate colleagues at all times to ensure continued success
  • Embrace change and always willing to adopt new practices
  • Hold self and others accountable
  • Able to approach problems logically, under pressure, and seek innovative solutions
  • Communicate effectively (verbally and written) at all levels within an organization and with external parties, including enforcement authorities
  • Understand the needs and perspectives of both internal and external customers
  • Promote teamwork and collaboration
  • Value and respect others, encourage and support diversity
  • Able 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:

  • Full vaccination validation prior to hire
  • Able to work different shifts
  • Effective communication skills
  • Proficient in Microsoft Office, including Excel, Outlook, and SharePoint
  • JD Edwards experience is an asset
  • Able 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.

What We Offer:

  • 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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