Centralized Call Centre Representative (Remote)

Lensa; United States; Remote; USD 35,000 - 50,000; Full time

Job summary

A leading career site is seeking a Centralized Call Centre Representative for a remote position. The role involves supporting customer service operations, managing inquiries, and maintaining a database. Candidates should have 2-3 years of experience in customer service and possess effective communication skills.

Qualifications

• 2-3 years in call center, customer service, or dispatching roles.
• Typing speed of at least 50 WPM accurately.
• French proficiency is an asset.

Responsibilities

• Respond to customer inquiries via phone and email.
• Maintain CMMS database and generate work orders.
• Document call information per SOPs.

Skills

Effective communication skills

Customer service

Problem-solving

Tools

Microsoft Office

JD Edwards

Job description

Centralized Call Centre Representative (Remote)

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Lensa is the leading career site for job seekers at every stage of their career. Our client, Black & McDonald, is seeking professionals. Apply via Lensa today!

Position: Centralized Call Centre Representative

Structure: Remote

Shift: Monday-Friday, 12pm-9pm EST (9am-6pm PST)

About This Career Opportunity

The Centralized Call Centre Representative reports to the Call Centre Supervisor and is based in Vancouver, BC, with reporting from the Markham office. Following virtual training, you may work entirely remotely if you meet the criteria. The primary focus is to support work order creation for the FMO and Service departments, ensuring high-quality facility services to customers. Responsibilities include responding effectively to serve customers by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining the work database of the Computerized Maintenance Management System (CMMS).

• Answer telephones, manage files, operate office equipment
• Handle customer inquiries via phone and email
• Fulfill requests by researching and completing transactions
• Identify and escalate issues as needed
• Maintain CMMS database, generate work orders, monitor and track open work orders
• Follow up on customer calls when necessary
• Pass on customer complaints to project managers
• Document call information per SOPs
• Produce call reports as required
• Organize and maintain filing systems
• Assist site personnel and support 'working alone' procedures
• Accept ownership to accomplish new requests and add value
• Participate in educational opportunities to update job knowledge

Work From Home Criteria

• Ability to work independently with minimal supervision
• Maintain performance standards
• Quiet, ergonomic workspace
• Stable internet connection (min 10mb/s)
• Work location within Vancouver, BC

Note: These are general requirements and may not be exhaustive.

Competency Requirements

• Maintain professionalism with colleagues, vendors, clients
• Work under pressure, remain positive and focused
• Motivate colleagues and embrace change
• Hold self and others accountable
• Approach problems logically and seek innovative solutions
• Communicate effectively both verbally and in writing
• Understand internal and external customer needs
• Promote teamwork and diversity
• Work independently with limited supervision

Work Experience Requirements

• 2-3 years in call center, customer service, or dispatching roles

Skills, Qualifications, and Other Requirements

• Flexible shift availability
• Effective communication skills
• Proficient in Microsoft Office (Excel, Outlook, SharePoint)
• French proficiency is an asset
• JD Edwards experience is an asset
• Typing speed of at least 50 WPM accurately

Black & McDonald supports applicants with disabilities; accommodations available upon request.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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