Customer Service Representative Manager

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

About BNA O&M General Partnership

BNA O&M General Partnership (BNAOM), a partnership of ACS Infrastructure Canada, Fluor Canada, and Aecon Group Inc., is seeking candidates for the Operations and Maintenance of the Gordie Howe International Bridge project.

Bridging North America (BNA) was selected to design, build, finance, operate and maintain the CAD $6.4 billion Gordie Howe International Bridge project for Windsor-Detroit Bridge Authority (WDBA) – a Public-Private-Partnership (P3). BNAOM is the OMR entity managing the Operations, Maintenance, and Rehabilitation of the Project for a term of 30 years.

When completed, the bridge will be the longest cable-stayed bridge in North America. The project includes a bridge and border crossing spanning the Detroit River and connecting Detroit, Michigan, U.S., and Windsor, Ontario, Canada, by linking Interstate 75 and Interstate 96 in Michigan with the new extension of Highway 401 (Rt. Hon. Herb Gray Parkway) in Ontario. The scope also includes building new, state-of-the-art ports of entry on both the U.S. and Canadian sides of the Detroit River as well as improvements to existing infrastructure in both Michigan and Ontario.

The Canadian Port of Entry is an approximate 53 hectare or 130-acre site and will be the largest Canadian port along the Canada-US border, and one of the largest anywhere in North America. It includes inbound border inspection facilities for both passenger and commercial vehicles, outbound inspection facilities, toll collection facilities, a maintenance facility and parking.

The US Port of Entry has an approximate 68 hectare or 167-acre site and will be one of the largest US ports along the Canada-US border and in North America. It includes US inbound border inspection facilities for both passenger and commercial vehicles, US outbound inspection facilities, commercial exit control booths and parking.

The Bilingual Customer Service Representative (CSR) (French & English)will report to the Customer Service Representative Manager (CSR Manager) or other such person as may be designated by the CEO and is responsible for providing assistance, information, and support to customers regarding products and services associated with and through the tolling infrastructure.

Job Summary

As a Bilingual Customer Service Representative,you will respond to requests in English and French from toll customers in-person, by telephone, by chat or e-mail and will work with the CSR Manager to ensure required service volume and quality levels are attained. Examples of some of the topics you will assist customers with includes opening and closing accounts, billing inquiries, transponder related inquiries, troubleshooting accounts, disputed tolls or administrative charges, web support, and payments.

Roles & Responsibilities

• Account Management: Assist customers with new account setup, changes, questions, and concerns. Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Proactivity and Data Accuracy: Anticipate client needs and ensure information accuracy
• Customer Satisfaction: Act proactively to maintain a high level of satisfaction
• Compliance with Standards and Regulations: Adhere to policies, procedures, and standards in our Customer Service Center (including corporate policies, safety rules and handling of confidential information following PCI-DSS, FIPPA and PIPEDA)
• Goals and Continuous Improvement: Contribute to achieving objectives, performing continuous performance improvement and establishing monthly reports
• Understand how Key Performance Indicators (KPIs) are tracked and how best to achieve targets as set out in standard policies; assist with preparing related daily, monthly, and quarterly reports
• Interdepartmental Collaboration: Work closely with other members of the organization in other departments
• Distribution: Perform individual and bulk mailing of transponders and other correspondences to customers; prepare email campaigns to inform customers about changes or news
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• Related Tasks: Perform any other related tasks necessary for the smooth functioning of our team
• Participate, collaborate, and contribute to BNAOM development and implementation of company, human resource, finance, technical, IT, tolling, contractual, operations, and maintenance policies, plans, and procedures.
• Participate & play an active role in the continuation of the safety culture on the project, making safety a natural part of all work performed
• Adhere to and support BNA's Health, Safety, Quality & Environmental, Security, and Sustainability Policies
• Ensure the implementation of the Safety Program to all staff to create a safe work environment throughout the jobsite and ensure that they adhere to the safety and record keeping requirements
• Document and report all injuries and any incidents
• Document damage or changes in condition of project assets. Prepare claim requests in the event of accidents caused by third parties
• Perform additional assignments as directed by the CEO and Toll & System Manager or as required for successful mobilization, operations, maintenance, and rehabilitation

Other Job Requirements

• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Effective Communication: Your ability to communicate clearly and courteously is essential. Tact and diplomacy will be your allies in ensuring excellent customer service
• Priority Management and Stress Handling: You'll need to prioritize and organize tasks effectively while meeting deadlines
• Attention to Detail: Precision and accuracy in your work are crucial for ensuring customer satisfaction
• Resourcefulness and Independence: Ability to solve challenges independently
• Calmness: Maintain composure in a dynamic environment
• Teamwork: Collaborate harmoniously with colleagues
• Punctual and committed to work on a flexible schedule: Customer Service Center hours are currently 8:30am – 5:00pm Monday to Friday (40 hours per week) – subject to change
• A commitment to handling sensitive financial information with integrity and professionalism
• Ability to set and maintain high standards of self-performance with responsibility and accountability for successfully completing assignments and tasks.
• Available for activities outside of the regular Customer Service Center
• Must be proficient in Microsoft Office Suite.
• Ability to obtain and maintain a Security Clearance.
• Must possess a valid Canadian driver's license with a clean driving record.
• Must have the ability to work in Canada and admissible into the United States.

Qualifications

• Education: Collegial or professional degree in a relevant field is an asset for this position
• Experience: Must have two (2) years of experience in a similar role and environment
• Languages: Advanced proficiency in French and English, both spoken and written
• Computer Skills: Familiarity with the Microsoft Office suite, especially Outlook, Excel and virtual documentation
• Security: Knowledge of Payment Card Industry compliance (PCI-DSS) and Personal Identifiable Information (PII) security, laws, and regulations (FIPPA and PIPEDA) is an asset for this position

Benefits

BNAOM General Partnership rewards hard work, knowledge, and commitment. We offer competitive employee compensation packages, comprehensive benefit programs including Health, Dental and Vision Care, group registered retirement program, and much more. BNAOM General Partnership also offers several employee resource groups that aim to provide opportunities for professional and personal growth, improved wellness, and involvement in the community.

Notice to Candidates

Background checks are carried out as part of any conditional offer made, including (but not limited to & role dependent) education, professional registration, employment, references, passport verifications and Global Watchlist screening.

While only qualified candidates will be contacted for an interview, be sure to continually check our website for other related positions as they are posted. Are you ready to join us? We are looking forward to hearing from you today

Equal Employment Opportunity

BNAOM is committed to diversity, inclusion and just employment equity in the workplace. We employ individuals, and make employment-related decisions, without regard to an individual's race, national or ethnic origin, religion, age, sex, sexual orientation, gender identity or expression, martial status, family status, genetic characteristics, disability, or conviction for an offence for which a pardon has been granted or in respect of which a record of suspension has been ordered, or any other characteristic protected by law.

We are committed to employment equity for women, aboriginal people, visible minorities, and persons with disabilities. Interested candidates from these groups are encouraged to apply.

Accessibility Notice

If you need a reasonable accommodation for any part of the employment process due to a disability, please send an email to or call Reasonable accommodation requests will be considered on a case-by-case basis.

Job Types: Full-time, Permanent

Pay: $26.00 per hour

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care

Ability to commute/relocate:

• Windsor, ON: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• What is your Citizenship?
• Are you legally able to work in Canada?
• Are you admissible to the United States?
• Are you able to secure a government security clearance?
• Are you able to work 100% on-site?

Education:

• Secondary School (required)

Experience:

• Customer Service & Communications: 5 years (preferred)
• Supervisory: 3 years (preferred)

Language:

• English & French (required)

Work Location: In person