Who We Are
BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available at www.bgis.com
SUMMARY
The Bilingual Customer Service Representative provides customer service and front line support to clients with respect to the maintenance and operations of their buildings. 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 Operations Centre is a critical environment within BGIS Canada, responsible for receiving and dispatching facilities service requests for its clients – 7/24/365. The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Operations Centre team members are measured against service delivery metrics.
The Customer Service Representative is required to provide service in English and French.
KEY DUTIES & RESPONSIBILITIES
- Learns client account details, the service request/work order management systems, the telephony 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 either 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 potential and existing clients and to prospective hires by having such people Y-cord into live calls.
- May be required to provide training to new Team Members.
- Other duties as assigned.
Work Hour Availability Requirements
- 7 days a week, 24 hours a day, 365 days a year environment requiring open availability
- Rotating shifts between 6:00am and 11:00pm
- Weekends and holiday work availability on a rotational basis
- May be required to work overtime
KNOWLEDGE & SKILLS
- High school completion plus a specialized technical or business course.
- Job Related Experience: One year or less
- Demonstrated language proficiency (both verbal and written), including proper grammar, spelling and punctuation. Clear and effective communication skills.
- 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.
Licenses and/or Professional Accreditation
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!
