Bilingual Customer Service Representative (Remote)

Boardwalk; Calgary; Remote; CAD 40,000 - 50,000; Full time

Job summary

Boardwalk is seeking a Bilingual Remote Contact Centre Representative for a 15-month maternity leave coverage. This role is essential in providing support to residents through various communication channels. The successful candidate will excel in a dynamic environment, ensuring customer satisfaction while maintaining strong, effective relationships.

Benefits

Up to $100 monthly reimbursement for internet expenses

Qualifications

• Experience in a customer support/service role preferred.
• Bilingual skills in English and French are required.
• Strong written, phone, and verbal communication skills.

Responsibilities

• Manage inbound calls, emails, and chats in a timely manner.
• Identify Residents’ needs and provide appropriate solutions.
• Upsell locations and follow up on outstanding issues.

Skills

Strong communication skills

Customer-centric mindset

Problem-solving

Analytical skills

Ability to manage challenging interactions

Job description

Job Description

Posted Friday, June 6, 2025 at 6:00 a.m.

Boardwalk provides Canadians with a quality, comfortable, home living experience. We offer rental apartments and townhouses that come in a wide range of shapes, sizes, and amenities. We operate over 34,000 units across Alberta, British Columbia, Ontario, Saskatchewan, and Quebec.

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Schedule: 4:00PM ET to 12:30AM ET

1 weekend off, 1 weekend on

Bilingual required. This is a 15-month contract for maternity leave coverage.

As a Bilingual Remote Contact Centre Representative, you will be a vital support to our Operations team and our current, previous, and future Resident Members. The successful candidate will be able to accept ownership for effectively solving customer concerns, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior while maintaining a professionally friendly demeanor.

Responsibilities

1. Manage varying amounts of inbound calls, emails, and chats in a timely manner
2. Identify Residents’ needs, clarify information, research every issue, and provide solutions and/or alternatives
3. Seize opportunities to upsell our locations when they arise
4. Diligently follow up on outstanding Resident-related issues
5. Respond to social media private messages and replies
6. Keep records of all conversations in our Customer Relationship Management software
7. Build sustainable relationships and engage Residents by going the extra mile
8. Build strong, effective, and Resident-centric relationships with our fellow site-based Associates
9. Positively contribute to and drive Boardwalk’s public reputation through your interactions
10. As a remote Associate, ensure your working hours are dedicated to your role and responsibilities by maintaining a quiet workspace free from interruptions during your working hours
11. Ensure your equipment is always operational and seek support when it is not working properly

Experience & Technical Requirements

1. Experience in a customer support/service role preferred
2. Familiarity with computers and telephone, email, chat etiquette
3. Familiarity with CRM systems and practices
4. A strong and reliable internet connection is required (to be determined upon hiring) - no public internet connections. Up to $100 monthly reimbursement for internet expenses will be provided.

Skills Required

1. Strong written, phone, and verbal communication skills along with active listening skills in English and French
2. Customer-centric mindset and adaptability to different personality types
3. Ability to multi-task, set priorities, and manage time effectively
4. Drive and determination to maintain and achieve monthly KPIs (Key Performance Indicators) as set by your team Leaders.
5. Must be analytical - able to analyze various options and take appropriate action
6. Capacity to manage upset, challenging, or confrontational Residents in a calm, clear, thoughtful, and respectful manner
7. Must be able to work well within a team virtual environment as well as independently
8. Possess a quiet, uninterrupted workspace free from background noises and distractions

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Interested applicants are invited to submit a cover letter and resume.

We thank you in advance for your application; however, only those candidates who are being considered will be contacted.

Offers of employment will be contingent on satisfactory Security Background Checks, Reference Checks, and Pre-employment Physical Testing where applicable.