Bilingual Service Centre Representative

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.
• Identify repeat client service requests/concerns in order to track trends; proactively notify the appropriate department manager for follow up.
• Log and enter all related service requests into computerized system.
• 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
• Proactively communicate with tenants by conducting follow-up calls and tenant satisfaction calls.
• 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.
• Respond to all telephone calls, emails, and web requests.
• Communicate information to appropriate parties using multiple mediums including telephone, email, and CRM tools.
• Input all submitted contractor access requests to the property for review and approval.
• Book service elevators for tenants and contractors and notify the appropriate departments.

CF APP SUPPORT:

• Escalate problems as required to the appropriate teams.
• 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 answers to clients by identifying problems; researching answers; guiding clients through corrective steps to resolve the problem for Apps.
• Provide first call resolution for App support based on the request category and triage for all other inquires.

What your strengths are:

• Excellent telephone communication skills with a strong customer service focus
• Ability to explain complex ideas to those with limited IT and systems knowledge
• Critical thinking skills
• Listening ability and patience
• Superior problem solving and organizational skills
• Extraordinary customer service and relationship management experience
• Ability to adapt to a fast-paced work environment with expanding service lines and tenant base
• Open to receiving and incorporating constructive feedback and coaching in an environment of continuous improvement
• Ability to work independently with general supervision
• Agree to work on varying shifts
• 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)

What you need to succeed:

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

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?

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

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 [email protected].