Customer Service/Call Centre
West End - Ottawa
Length of Assignment:
The Bilingual Customer Service Representative is a great opportunity to work in a fun and positive environment that has a real emphasis on career growth. This office job is a great place to be able to use your customer service skills that you have already gained. This position comes with full benefits such as:
Full time hours
Comprehensive group insurance plan available upon hire
RRSP matching program
Premium pay per hour for overnight shifts
The Bilingual Customer Service Representative provides customer service and front line support to clients with respect to the maintenance and operations of the buildings on our contract. Specific responsibilities include but are not limited to handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests. The Bilingual Customer Service Representative is required to provide service in English and French.
The Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests for its clients. The work environment is fast-paced and client-service focused. We want customer service driven team members that really aim to making sure we get it right for our client!
KEY DUTIES & RESPONSIBILITIES
Learns client account details, the service request/work order management systems, the telephone system and Operations Centre policies, processes and operating procedures.
Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers.
Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests.
Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties.
Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and communication of information.
Provides customer service support in English and French.
Participates in program initiatives undertaken by the Operations Centre.
Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
May be required to demonstrate Operations Centre capabilities to prospective hires or to the client.
Other duties as assigned.
MINIMUM EDUCATION: High school completion plus a specialized technical or business course.
JOB-RELATED EXPERIENCE: One year or less.
KNOWLEDGE & SKILLS
Demonstrated language proficiency (both verbal and written) in English and French, including proper grammar, spelling and punctuation. Clear and effective communication skills in both languages is a mandatory requirement.
Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.
Strong customer-service orientation and customer service skills.
Demonstrated ability to learn new processes, tools and other relevant information quickly, with proven ability to apply learning to the job.
Ability to work in a fast-paced, multi-client environment with ability to apply various client-specific business processes to individual service request situations.
Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem solving skills.
Demonstrated organizational skills.
Ability to sustain concentration over a prolonged period of time and pay attention to details.
Demonstrated computer proficiency including solid keyboarding skills.
Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.