Bilingual Service Centre Representative

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Date Posted: 6/1/2022

Location: Toronto - 20 Queen Office, ON, CAN

Reference No.: 2022-9592

Department: Operations Services

Position Type: Full Time

Job Grade: B

This position can reside in the Toronto area, Vancouver area, Calgary area or Montreal area.

 

Role Impact:

Support properties on a national level through the provision of exceptional customer service in an inbound queue. Provide assistance in fulfilling client service requests and to act as a liaison in ensuring open communication between all departments. 

The National Service Centre operates 7 days a week during the hours of 7am to 11pm. The successful candidate will be required to work 8 hour shifts weekdays and weekends. The role may require flexibility to work outside of these set hours on weekdays, weekends and holidays, in line with business needs. 

 

What you will deliver:

CF CONNECT

  • Support and promote CF Connect productivity and service level mandates by responding to all customer contacts in a timely and accurate manner.
  • Respond to all telephone calls, emails, and web requests.
  • Log and enter all related service requests into computerized system.
  • Communicate information to appropriate parties using multiple mediums including telephone, email, and CRM tools.
  • Proactively communicate with tenants by conducting follow-up calls and tenant satisfaction calls.
  • Identify repeat client service requests/concerns in order to track trends; proactively notify the appropriate department manager for follow up.
  • Book service elevators for tenants and contractors and notify the appropriate departments.
  • Input all submitted contractor access requests to the property for review and approval.
  • Assist with generating a variety of reports on a weekly and an ‘as needed’ basis by accessing information through the facilities management software system, compiling information and distributing to appropriate departmental Managers in order to provide accurate, current and timely information for decision-making purposes.
  • Exercise the highest level of discretion regarding the release of confidential information; ensures critical business information is accurate, readily available and secured to protect against unauthorized use or access

 

RAVEL APP SUPPORT:

  • Address App general questions, and troubleshoot issues via telephone and email in an efficient and courteous manner (Contact points for this role will primarily be email/web based).
  • Provide first call resolution for App support based on the request category and triage for all other inquires.
  • Provide answers to clients by identifying problems; researching answers; guiding clients through corrective steps to resolve the problem for Apps.
  • Escalate problems as required to the appropriate teams.

 

What your strengths are:

  • Excellent telephone communication skills with a strong customer service focus
  • Exceptional verbal and written communication skills in French and English
  • Ability to talk and type at the same time
  • Proficient in using technology including software programs such as Microsoft Office (Word,  Excel)
  • Ability to adapt to a fast-paced work environment with expanding service lines and tenant base
  • Superior problem solving and organizational skills
  • Ability to work independently with general supervision
  • Agree to work on varying shifts
  • Open to receiving and incorporating constructive feedback and coaching in an environment of continuous improvement
  • Ability to explain complex ideas to those with limited IT and systems knowledge
  • Listening ability and patience
  • Extraordinary customer service and relationship management experience
  • Critical thinking skills

 

What you need to succeed:

  • Ability to communicate effectively in both French and English
  • Minimum 2 years related work experience
  • Minimum 2 years post-secondary education or completed college diploma
  • Highly computer literate with excellent working knowledge of Word, Excel, and PowerPoint, with excellent keyboarding speed
  • Familiarity with CRM tools such as Salesforce is nice to have
  • Experience in navigating through various computer applications

Why you should join us:

At Cadillac Fairview we have been transforming communities for over 50 years.  We are so much more than our properties.  We are building leaders at all levels.  We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development.  We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension.  Imagine a place where you can make a difference!

 

At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.

 

Are you someone who believes in our values?

 

  • Aim Higher – we strive to exceed expectations
  • Own Your Expertise – we empower ourselves and each other
  • Collaborate Effectively – we bring the right people together to get the right results
  • Engage with Empathy – we objectively consider the needs of others
  • Embrace Change – we drive, learn from, and adapt to change

 

At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected.  We’re ready to meet you there – are you?

  

CF is an equal opportunity employer and is committed to creating a diverse and inclusive environment.  If you need reasonable accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email cfcareers@cadillacfairview.com.

 

CF currently has a vaccination policy that is a condition of employment.