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Call Center Representative
2 weeks ago
Position: Call Center Representative
Location: Onsite in Cambridge
Duration: 6-month Contract with extension
Shift: M-F 9 am - 5:30 pm
Role Overview:
We are seeking a dedicated and professional individual to join our B2B Commercial Contact Centre team. You will support commercial and property management companies across Canada, handling inquiries related to service requests, reporting moves, billing inquiries, and new products/services. This position requires a high level of urgency and professionalism, especially when dealing with large national franchise restaurants, hotels, retirement homes, and other businesses.
Responsibilities:
- Take inbound phone calls and support inboxes.
- Work independently during later evening shifts once fully trained, with support available if required.
- Coordinate with internal teams (e.g., workforce planning, operations, sales) to resolve issues.
- Ensure a 4-hour response time to have a technician/contractor on-site to address any service concerns.
- Process requests, handling both basic and complex requests, ensuring the more complex requests take the highest priority
- Assist in sourcing various types of replacement equipment to ensure customers have heat/cooling/hot water restored.
Skills and Background:
- Call center experience is beneficial.
- Critical thinking, urgency, and adaptability are key.
- Computer knowledge is essential.
- Ability to think outside the box to ensure customer satisfaction while still meeting company needs.
Training
:
- 2-3 weeks of in-class and shadowing sessions.
- Gradual transition to taking calls with support.
- Approximately 1 month of training/onboarding.
