Bilingual Central Contact Centre (CCC) Representative
Black & McDonald
Markham, ON
4d ago


Black & McDonald’s Corporate Services Group team is growing! If you are an analytical and collaborative professional searching for the opportunity to build a solid foundation for your career, this position is for you.

The Bilingual CCC Representative typically reports directly to the Senior Bilingual CCC Supervisor. The position requires overnight shifts, thus candidates must have flexible availability.

The Bilingual CCC Representative will communicate in English and French 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 equipment
  • 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

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

  • Ontario Secondary School Diploma

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

  • Must be fully bilingual in English and French
  • 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.

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