Bilingual Service Centre Representative

**_Role Impact:_**

Support properties on a national level through the provision of exceptional customer service in an inbound queue. Provide assistance in fulfilling client service requests and to act as a liaison in ensuring open communication between all departments.

**_What you will deliver:_**

CF CONNECT
- Support and promote CF Connect productivity and service level mandates by responding to all customer contacts in a timely and accurate manner.
- Log and enter all related service requests into computerized system.
- Proactively communicate with tenants by conducting follow-up calls and tenant satisfaction calls.
- Identify repeat client service requests/concerns in order to track trends; proactively notify the appropriate department manager for follow up.
- Book service elevators for tenants and contractors and notify the appropriate departments.
- Input all submitted contractor access requests to the property for review and approval.
- Assist with generating a variety of reports on a weekly and an ‘as needed’ basis by accessing information through the facilities management software system, compiling information and distributing to appropriate departmental Managers in order to provide accurate, current and timely information for decision-making purposes.
- Exercise the highest level of discretion regarding the release of confidential information; ensures critical business information is accurate, readily available and secured to protect against unauthorized use or access

RAVEL APP SUPPORT:

- Provide first call resolution for App support based on the request category and triage for all other inquires.
- Provide answers to clients by identifying problems; researching answers; guiding clients through corrective steps to resolve the problem for Apps.
- Escalate problems as required to the appropriate teams.

**_What your strengths are:_**
- Excellent telephone communication skills with a strong customer service focus
- Exceptional verbal and written communication skills in French and English
- Ability to talk and type at the same time
- Proficient in using technology including software programs such as Microsoft Office (Word, Excel)
- Ability to adapt to a fast-paced work environment with expanding service lines and tenant base
- Superior problem solving and organizational skills
- Ability to work independently with general supervision
- Agree to work on varying shifts
- Open to receiving and incorporating constructive feedback and coaching in an environment of continuous improvement
- Ability to explain complex ideas to those with limited IT and systems knowledge
- Listening ability and patience
- Extraordinary customer service and relationship management experience
- Critical thinking skills

**_What you need to succeed:_**
- Ability to communicate effectively in both French and English
- Minimum 2 years related work experience
- Minimum 2 years post-secondary education or completed college diploma
- Highly computer literate with excellent working knowledge of Word, Excel, and PowerPoint, with excellent keyboarding speed
- Familiarity with CRM tools such as Salesforce is nice to have

**_Why you should join us:_**

At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension. Imagine a place where you can make a difference

At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.

**Are you someone who believes in our values?**
- **_Aim Higher_** - we strive to exceed expectations
- **_Own Your Expertise_** - we empower ourselves and each other
- **_Collaborate Effectively_** - we bring the right people together to get the right results
- **_Engage with Empathy_** - we objectively consider the needs of others
- **_Embrace Change_** - we drive, learn from, and adapt to change

At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected.
**We’re ready to meet you there - are you?**
- CF is_
**_ an equal opportunity employer_**:
CF currently has a vaccination policy that is a condition of employment.