On Side Restoration is looking for 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.
This posting reflects an existing vacancy
Compensation
- Salary Range: $42,000-$44,000
- Salary based on skills, qualifications and experience
- Annual Performance Incentive Bonus – Percentage of base salary subject to personal and company performance.
- Overtime opportunities (where applicable)
Benefits
- Extended health coverage (medical, dental, vision, etc.)
- Employee assistance program (EAP)
- Group RRSP, with company matching DPSP
- Life and disability insurance
- Opportunities for advancement and internal mobility
What You’ll Do
- Assisting our customers by setting up their requests for restoration through Voice (Phone) and Email
- Creating E-files for customers by taking the details of the property damage and communicating to 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’s 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, ideally in a call center environment
- 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:
Position 1 (EST): Friday- Tuesday, 7am - 3:30pm
Please note Training hours may differ from the regular schedule. Details regarding the training schedule will be provided during the hiring process.
Why You’ll Love Working Here
- A workplace that values respect, integrity, generosity, excellence and being customer driven
- Opportunities to grow your career and learn from the best in the industry
- A culture that celebrates teamwork, inclusion, and customer-driven service
Of 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.
At On Side, everything starts with people. We live our values — respect, integrity, generosity, excellence, and customer focus — in everything we do.
Join a team that helps families, businesses, and communities rebuild when it matters most. You’ll contribute to a workplace where people come together to bring order to chaos.
Make a real impact, do work that matters, and grow your career with us.
*Your application is always reviewed by real people. We don’t use artificial intelligence to screen, assess, or select applicants for this role.
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
- 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?
- This position has a schedule of Friday-Tuesday, 7am to 3:30pm (HNE), are you able to accomodate this?
Language:
- French (written and spoken) (required)
Work Location: Remote
