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


We are growing!

The National Call Centre group at Black and McDonald Limited is growing. We are currently recruiting for the role of  Call Centre Operator located in Markham, Ontario to communicate in fluent English  to support work order creation for the 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

  • Answer telephones, order-taking, 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
  • Explore opportunities to add value to job accomplishments
  • Update job knowledge by participating in educational opportunities
Desired Skills & Experience

  • 3 years related bilingual 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 

Competency Requirements

  • Must be able to speak, read & write in English
  • Available working shifts, including weekends
  • Open to change and the ability to identify where it is needed and how to make it happen
  • Excellent verbal and written communication skills required
  • Follow instructions both written and verbal
  • Maintain a professional demeanor at all times with fellow employees and customers
  • Perform sensitive and confidential tasks
  • Comply with all company policies and procedures and adhere to company standards
  • Demonstrate 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.​

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: 2017213682