Contact Centre Representative- Bilingual

1 week ago

Montréal, Canada Chartwell Full time

**Key Activities**

**Customer Service**
- Provide assistance to customers through inbound telephone calls, by providing information about Chartwell retirement residences and the Canadian retirement living landscape in general.
- Gather and document customer details such as current situation, care and services required and or desired along with their contact information. Data to be processed in Chartwell’s CRM system and sent to the appropriate homes.
- Recognize when scope of inquiry is beyond self-capacity or customer expectation and escalate through proper channels.

**Sales**
- Identify and act upon all sales opportunities by referring customers to residences and offer personalized visit when the fit is right.
- Works with Directors of Sales and Retirement Living Consultants to ensure that customer leads/inquiries are being delivered with correct information.
- Successfully adhere to and execute the Chartwell Sales Process.
- Meet specific performance standards.
- Attends mandatory sales training.

**Other**
- Ensures confidentiality of information relating to residents, families, colleagues, prospective residents, and Chartwell Retirement Residences, etc
- Is aware of employee and supervisor’s responsibilities
- Follows all health and safety policies and procedures.
- Practices our corporate values of R. E. S. P. E. C. T. and mantra of Making People’s Lives Better.
- Other duties as assigned

**Qualifications**:
**_Experience: _**
- Minimum 2 - 3 years in a call center, sales, or customer service role.
- Previous experience working in a senior residence, hospitality, or medical care environment is a definite asset.

**_Education: _**
- A post-secondary diploma or degree from a recognized institution.

**_Skills & Abilities: _**
- Fluently bilingual (French and English).
- Self-managed, reliable individual requiring mínimal supervision.
- Empathetic and caring interpersonal customer service skills.
- The ability to multi-task & stay organized as connections are made with customers through phone & live chat.
- The ability to type a minimum of 30 wpm.

**Special Requirements**
- Criminal record check and vulnerable persons search.
- Must be willing to work rotating shifts through the day (days, afternoons, & evenings) and all days of the week (Saturdays & Sundays included).

At Chartwell, we’re all about Making People’s Lives BETTER: the lives of our residents and their families, and the lives of our employees. Join an exceptional group of diverse, inspiring, and caring people who are empowered to provide personalized, human experiences for our residents and staff through the connections they make every day within our communities.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

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