Job Field : Customer Service / Call Centre Job Type : Contract - 3-6 Months Building Location : Length of Assignment :
BGIS, is a leading provider of real estate management services, including facilities management, project delivery services, energy and sustainability solutions, building performance management, workplace advisory and management, and real estate services.
With a combined team of over 7,000 team members globally, BGIS inspires better business performance across its client's real estate portfolios by developing and implementing real estate and facilities management strategies.
Globally, BGIS manages over 300 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia.
KEY DUTIES & RESPONSIBILITIES
Learns client account details, the service request / work order management systems, the telephony system and BGIS Operations Centre policies, processes and operating procedures
Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers
Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties
Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and the communication of information.
Provides customer service support in either English and Spanish
Participates in program initiatives undertaken by the Operations Centre
Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
May be required to demonstrate Operations Centre capabilities to potential and existing clients and to prospective hires by having such people Y-cord into live calls.
May be required to provide training to new Team Members.
Other duties as assigned.
Work Hour Availability Requirements
7 / 24 / 365 environment requiring open availability; rotating shifts between 6 : 00am and 11 : 00pm EST.
Weekends and holiday work availability on a rotational basis.
May be required to work overtime
MINIMUM EDUCATION : High school completion plus a specialized technical or business course
JOB-RELATED EXPERIENCE : One year or less
Knowledge & Skills
Demonstrates language proficiency (both verbal and written) in English and Spanish and / or French, including proper grammar, spelling and punctuation.
Clear and effective communication skills in all languages
Basic understanding of the facilities / property management industry and knowledge of facility operations and maintenance, an asset.
Strong customer-service orientation and demonstrated customer service skills.
Demonstrated ability to learn new processes, tools and other relevant information quickly, with proven ability to apply learning to the job.
Ability to work in a fast-paced, multi-client environment with ability to apply various client-specific business processes to individual service request situations.
Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem solving skills.
Demonstrated organizational skills.
Ability to sustain concentration over a prolonged period of time and pay attention to details.
Demonstrated computer proficiency including solid keyboarding skills.
Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.
Licenses and / or Professional Accreditation