Centralized Call Centre Representative

3 weeks ago

Markham, Ontario, Canada Black & McDonald Limited Full time
Job Summary

We are seeking a highly skilled Centralized Call Centre Representative to join our team at Black & McDonald Limited. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients by determining their requirements, answering inquiries, resolving problems, and maintaining our Computerized Maintenance Management System (CMMS) database.

Key Responsibilities
  • Answer telephones, take orders, and maintain accurate records
  • Handle internal and external customer inquiries via telephone and email
  • Fulfill requests by clarifying desired information, researching responses, and completing transactions
  • Identify and escalate issues according to contract and priority
  • Maintain CMMS database, including equipment history and status, work order generation, and monitoring
  • Follow up on customer calls and document all call information according to standard operating procedures
  • Produce call reports as required and maintain various filing systems
Requirements
  • 2-3 years of related call centre, customer service, or dispatching experience
  • Ability to work independently with minimal supervision and maintain performance standards
  • Quiet and ergonomic workspace with stable internet connection and minimum bandwidth of 10mb/s
  • Proficient in Microsoft Office, including Excel, Outlook, and SharePoint
  • Ability to type a minimum of 50 WPM accurately
Competency Requirements
  • Maintain a professional demeanor at all times and communicate effectively with colleagues, vendors, and clients
  • Ability to cope under pressure and maintain focus while dealing with setbacks
  • Portray a positive image and motivate colleagues to ensure continued success
  • Embraces change and adopts new practices
  • Holds self and others accountable and approaches problems logically
Work Experience Requirements
  • 2-3 years of related call centre, customer service, or dispatching experience
Skills, Qualifications, and Other Requirements
  • Must be available and open to working different shifts
  • Must be able to effectively communicate and type a minimum of 50 WPM accurately
  • Proficient in Microsoft Office, including Excel, Outlook, and SharePoint
  • Proficiency in French, both written and spoken, is an asset but not required

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.

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