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Call Centre Operator
Black & McDonald Limited - Markham, Ontario
Job Description

Position Summary

Black & McDonald Limited is actively seeking a Call Centre Operator to support work order creation for FMO and Service Departments to ensure the delivery of high quality facility services. This position will respond in order to serve customers by determining requirements, answering inquiries, resolving problems, fulfilling requests and maintaining and monitoring work database of Computerized Maintenance Management System (CMMS).                                                                                                                                                    

Duties & Responsibilities

  • Answering telephones, order-taking, typing, file organization and operation of office equipment
  • Handle internal and external customer inquiries both by telephone and by email
  • Fulfil requests by clarifying desired information, researching appropriate response, completing transactions and/or forwarding requests
  • Identify and escalate issues according to contract and/or priority
  • Maintain CMMS database including equipment history and status, generation of work orders, monitoring and tracking of unscheduled or open work orders, and overall operation of CMMS system
  • Follow up customer calls where necessary
  • Pass on customer complaints to respective project managers
  • Document all call information according to standard operating procedures, including by not limited to the call software or call logs
  • Produce call reports as required
  • Organize and maintain various filing systems
  • Assist in Working Alone procedure or site personnel
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Updates job knowledge by participating in educational opportunities
Desired Skills & Experience

Competency Requirements

  • Change Orientation (open to change and the ability to identify where it is needed and how to make it happen)
  • Must be able to speak, read & write in English
  • Excellent verbal and written communication skills required
  • Follow instructions both written and verbal
  • Maintain a professional demeanor at all times with fellow employees and customer
  • Perform sensitive and confidential tasks
  • Comply with all company policies and procedures and adhere to company standards
  • Demonstrated commitment to meeting customer commitments and expectations
  • Highly motivated, efficient and focused
  • Proven ability to work in a fast-paced, high-volume work environment
  • Comfortable with repetitive and high attention to detail tasks
  • A real team player with the desire and ability to do whatever it takes to get the job done with a "Hand's on" approach to tasks
  • Result orientated and confident.

Education & Skill Requirements

  • 3 years related call centre and/or customer service experience
  • Proficiency in Microsoft Office, including Excel, Outlook, and SharePoint. J. D. Edwards experience an asset
  • Ability to type a minimum of 50 w.p.m. accurately 
Company Description
In 1921, William J. McDonald and William R. Black formed Black & McDonald Limited, a partnership to engage in residential wiring. Throughout the years, Black & McDonald has remained a family-owned business with an uncompromising commitment to the founder's principles of delivery as promised and fairness to all. The company has followed a planned course of diversification and expansion, combining growth and financial stability with ongoing investment in our people, and a willingness to pioneer new business opportunities and directions. Black & McDonald is an integrated, multi-trade contractor providing electrical, mechanical, utility and maintenance services to government, industrial, commercial and institutional markets. Currently, Black & McDonald operates across Canada, US and Bermuda. ​The company has over 5,500 employees working out of a network of more than 26 offices.

Black & McDonald approaches accessibility from an inclusive perspective, and will provide reasonable accommodation upon request throughout the recruitment and selection process.

Additional Information
Job Type: Full Time
Job Experience: Entry level
Job ID: 201663366