Bilingual Overnight Customer Experience Representative
Ainsworth
Ottawa, Ontario
2d ago

Responsibilities

  • Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
  • Create and complete work order requests on all incoming calls and email requests.
  • Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
  • Develop and maintain an understanding and working knowledge of all aspects of the RBAS centre with an emphasis on building automation systems
  • Act on incoming building automation alarms.
  • Provide direction and information to clients and from time to time service providers as required to ensure excellent coordination and execution of work with minimal disruption
  • The CER is to monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, they will raise the issue with the appropriate department.
  • Statistical analysis and reporting.
  • Build and develop solid relationships with customers, dispatchers and technical staff, in a coordinated effort to retain existing customer base and increase new sales when applicable.
  • Ability to manage constantly changing priorities and adapt to business needs and requirements.
  • Adhere to all company policies and procedures
  • Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation / regulations.
  • Adhere to the Company’s Quality System operating procedures.
  • Perform other duties as assigned by Management.
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