Centralized Call Centre Representative

4 weeks ago

Markham, Ontario, 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 by responding effectively to their needs.

Key Responsibilities

  • Answer telephones, take orders, organize files, and operate office equipment
  • Handle internal and external customer inquiries via telephone and email
  • Fulfill requests by clarifying desired information, researching responses, completing transactions, and forwarding requests
  • Identify and escalate issues according to contract and priority
  • Maintain the Computerized Maintenance Management System (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
  • 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
  • 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 an organization and with external parties
  • Understand the needs and perspectives of both internal and external customers
  • Promote teamwork and collaboration
  • Value and respect others, encourage and support 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

  • Proficient in Microsoft Office, including Excel, Outlook, and SharePoint
  • JD Edwards experience is an asset
  • Ability to type a minimum of 50 WPM accurately
  • Must be available and open to working different shifts
  • Must be able to effectively communicate

About Black & McDonald

  • A family business with family values
  • Empowered people with ambitious goals
  • Interesting and challenging work
  • Ongoing investment in training and development
  • One company with endless opportunities to learn and grow
  • Competitive compensation and benefits packages

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