About the role

Bilingual call centre representative supporting Black & McDonald’s facility-service work orders. Handling customer inquiries, dispatching, and CMMS work-order tracking remotely.

Responsibilities

Support work order creation for the FMO and Service departments
Serve customers by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining and monitoring the CMMS work database
Answer telephones and take orders
Organize files and operate office equipment
Handle internal and external customer inquiries by telephone and email
Fulfill requests by clarifying information, researching responses, completing transactions, and/or forwarding requests
Identify and escalate issues according to contract and/or priority
Maintain the CMMS database, including equipment history and status
Generate, monitor, and track unscheduled or open work orders
Follow up on customer calls where necessary
Pass customer complaints to respective project managers
Document call information according to standard operating procedures
Produce call reports as required
Organize and maintain filing systems
Assist in “working alone” procedures or site personnel
Enhance organization reputation by accepting ownership for new and different requests
Explore opportunities to add value to job accomplishments
Update job knowledge through educational opportunities
Report to the Call Centre Supervisor

Group insurance benefits
Pension plan
Annual discretionary bonus
Career development programs
Other HR programs
Accommodations available upon request during recruitment and selection process
Remote work opportunity after 3–4 weeks of virtual training, subject to meeting work-from-home criteria