Contact Center Agent

On Side Restoration is looking for an Bilingual Customer Experience Specialist (CES) to join our amazing Contact Centre team This position is remote (home based) from any location that On Side has a branch location in.

The prime mission of the customer experience team is to ensure all customer inquiries are answered in a timely, professional and friendly manner. CES's ensure positive experiences by offering quality communication and following On Side's service level agreements.

Customer Experience Specialists are responsible for:

• Assisting our customers, by setting up their requests for restoration through Voice (Phone) and Email
• Making inbound and outbound phone calls
• Creating E-files for customers by taking the details of the property damage and communicate them to the branch offices
• Maintain effective and timely communications with all internal/external stakeholders to achieve project conditions
• Efficiently handling customer emergencies for any water, flood, fire or mold damage and build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information to internal and external customers by using the right technology tools
• Servicing our property manager emergency calls and coordinating with project managers for emergency dispatch.
• Handling or escalating complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

What you bring:

• Fully bilingual, speaking - reading - writing. (English/French) - Need to interact on a regular basis with English and French-speaking clients and colleagues across the country.
• 2 years' experience providing exceptional customer service
• Previous experience handling multiple phone lines
• Tech-savvy (there isn't a computer program that you couldn't figure out how to use)
• Proven ability to multitask effectively in a fast-paced environment
• Excellent phone etiquette and professional communication skills
• You genuinely like people and working with them to solve problems
• Proven ability to remain calm and reasonable in fast-paced, demanding environments
• High school diploma
• Exceptional adaptability to business changes, ensuring seamless transitions and ongoing success.
• Flexibility to work changing schedules as assigned per business requirement

Schedule: 10am to 6:30pm EST

Please note Training hours may differ from the regular schedule. Details regarding the training schedule will be provided during the hiring process.

To Note

• We're proud to support a flexible hybrid approach which gives everyone the best of both worlds. While there are no minimum or maximum time requirements, each team's need for in-person connections will be different and there will be times you'll join your colleagues at the office.
• *Salary estimates provided in this job posting cover all locations. Total compensation will be discussed at the time of interview and determined by factors such as region, branch size, experience and education.

What's in it for you?

We're an established company in a growing industry and we need awesome people We WANT you to be fulfilled by your work, we WANT you to enjoy the people you work with and we WANT to provide you with learning and advancement opportunities. We also love that we're able to provide an employee assistance program, excellent health plan which includes extended medical (chiropractic, massage, acupuncture, vision, and more) dental, long-term disability (LTD) and life insurance.

We provide on the job training with opportunity for development—promotions and national career movement are yours for the taking (well, with a few months under your belt). At On Side we work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day.

Get on our side Both major weather disasters and minor accidents involving water, fire, and more happen every day, and in our industry this is how we keep busy, restoring properties 24 hours per day, 7 days a week. Mother Nature usually doesn't wait for an invitation, but we're in the business of dealing with party crashers, and we've done it for over 40 years We have branches from Victoria, BC to St. John's, Newfoundland and (almost) everywhere in between. Our fantastic team of over 1,800 employees stretches far and wide across Canada, and we're growing—YOU could be the next great addition

Job Type: Full-time

Pay: $42,000.00-$44,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care
• Work from home

Application question(s):

• What branch location are you able to work from when required? (see locations tab on our website if needed)
• This position is mainly remote, are you comfortable with technology? Do you have the ability to navigate minor tech issues as needed?
• Tell us about your ability or past experiences that will enable you to handle and prioritize a high-volume workload.
• Can you describe a situation where you had to handle a difficult customer over the phone? How did you maintain professionalism and ensure the conversation stayed respectful and productive?
• Can you provide an example of a time when you had to manage multiple tasks or responsibilities at the same time? How did you prioritize and ensure everything was completed efficiently?
• Are you comfortable with having a flexible schedule, including potential changes on short notice due to emergencies?
• What are your oral and written expression skills in English, rated out of 10? [0=none; 10=expert]
• What are your oral and written expression skills in French, rated out of 10? [0=none; 10=expert]
• The training for this role may take place outside of the regular shift hours. Are you available to attend training sessions during different times if needed?
• Which schedule do your prefer: 9:30am to 6pm EST or 10am to 6:30pm EST?

Language:

• French (written and spoken) (required)
• English (written and spoken) (required)

Work Location: Remote