Black & McDonald’s Corporate Services team is growing! If you are customer-service oriented and enjoy working in a fast-paced environment at a rapidly growing company, this position is for you. The CCC Representative is located in Markham and typically reports directly to the CCC Supervisor. The position requires candidates to be available for day shifts anywhere from 7:00am – 11:00pm.​

The Central Contact Centre Representative will communicate in 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 the Computerized Maintenance Management System (CMMS).

  • Answer telephones, order-taking, file organization, and operation of office technology
  • Handle internal and external customer inquiries both by telephone and by email
  • Fulfill 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
  • Enhance 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

COMPETENCY REQUIREMENTS

  • Communicates Effectively
  • Customer Focus
  • Holds Self and Others Accountable
  • Problem Solving and Innovation

EDUCATION REQUIREMENTS

  • Ontario Secondary School Diploma

WORK EXPERIENCE REQUIREMENTS

  • At least 3 years of contact centre or customer service experience in the construction/facilities management industry

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

  • Proficient user of MS Office (Word, Outlook, and SharePoint)
  • Ability to pass criminal record check
  • Must be available to work overnight shifts if necessary
  • JD Edwards or an Oracle-based ERP system experience is an asset
  • Ability to type a minimum of 50 WPM accurately

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.