Customer Service Specialist

4 weeks ago

Markham, Ontario, Canada Black & McDonald Full time

About This Career Opportunity

The Centralized Call Centre Representative at Black & McDonald is a key role in our organization. Located in Markham, this position reports to the Call Centre Supervisor and is responsible for supporting work order creation for the FMO and Service departments to ensure delivery of high-quality facility services to our customers.

This is a remote position that requires the ability to work independently with limited supervision.

  • Answer telephones, take orders, organize files, and operate office equipment.
  • Handle internal and external customer inquiries by telephone and email.
  • Fulfill requests by clarifying desired information, researching responses, completing transactions, and forwarding requests.
  • Identify and escalate issues according to contract and/or priority.
  • Maintain the Computerized Maintenance Management System (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 as 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.
  • Enhance organization reputation by accepting ownership for accomplishing new and different requests.
  • Explore opportunities to add value to job accomplishments.
  • Update job knowledge by participating in educational opportunities.

Competency Requirements

  • Maintain a professional demeanour 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 at all times to ensure continued success.
  • Embrace change and always be willing to adopt new practices.
  • Hold self and others accountable.
  • Ability 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 enforcing authorities.
  • 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

  • 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.

Black & McDonald is a family business with family values. We are empowered people with ambitious goals, offering interesting and challenging work, ongoing investment in training and development, one company with endless opportunities to learn and grow, and competitive compensation and benefits packages.

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