Centralized Call Centre Agent

3 weeks ago

Montreal, Quebec, Canada Black & McDonald Full time

About This Position


The Centralized Call Centre Representative is located in Markham and reports to the Call Centre Supervisor, supporting work order creation for the FMO and Service departments to deliver high-quality facility services to customers. They respond effectively to customer inquiries, resolving issues, and maintaining the Computerized Maintenance Management System (CMMS) database.



Key Responsibilities



  • Answer telephones, take orders, and organize files
  • Handle customer inquiries via phone and email
  • Clarify desired information, research responses, and complete transactions
  • Identify and escalate issues according to contract and priority
  • Maintain the CMMS database, including equipment history and status
  • Follow up on customer calls and pass on complaints to project managers
  • Document call information according to standard operating procedures
  • Produce call reports and organize filing systems
  • Assist in working alone and explore opportunities to add value to job accomplishments
  • Update job knowledge by participating in educational opportunities


Competency Requirements



  • Maintain a professional demeanor at all times
  • Cope under pressure and maintain focus on resolving issues
  • Portray a positive image and motivate colleagues to ensure success
  • Embrace change and adopt new practices
  • Hold self and others accountable
  • Approach problems logically and seek innovative solutions
  • Communicate effectively at all levels within an organization
  • Understand customer needs and perspectives
  • Promote teamwork and collaboration
  • Value and respect others, encouraging diversity
  • 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 prior to hire
  • Availability to work different shifts
  • Effective communication skills
  • Proficient in Microsoft Office, including Excel, Outlook, and SharePoint
  • JD Edwards experience is an asset
  • Ability to type 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.



  • 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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