Centralized Call Centre Representative

4 weeks ago

Montreal, Quebec, Canada Black & McDonald Full time

About This Role

The Centralized Call Centre Representative is a key position at Black & McDonald, responsible for supporting work order creation for the FMO and Service departments. This role ensures the delivery of high-quality facility services to our customers. The successful candidate will respond effectively to customer inquiries, resolve problems, and maintain 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 information, researching responses, completing transactions, and forwarding requests
  • Identify and escalate issues according to contract and priority
  • Maintain the CMMS database, including equipment history and status, generation of work orders, and monitoring of unscheduled or open work orders
  • Follow up on customer calls as necessary
  • Pass on customer complaints to respective project managers
  • Document all call information according to standard operating procedures
  • Produce call reports as required
  • Organize and maintain various filing systems

Competency Requirements

  • Maintain a professional demeanor at all times with colleagues, vendors, sub-contractors, and clients
  • Ability to cope under pressure and maintain focus, dealing effectively with setbacks while remaining positive
  • Portray a positive image and motivate colleagues to ensure continued success
  • Embrace change and adopt new practices
  • Hold self and others accountable
  • Approach problems logically, under pressure, and seek innovative solutions
  • Communicate effectively at all levels within the organization and with external parties
  • Understand the needs and perspectives of internal and external customers
  • Promote teamwork and collaboration
  • Value and respect others, encourage 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 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

What 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
  • Interesting and challenging work

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