On Side Restoration is looking for Bilingual Customer Experience Specialist (CES) to join our amazing Contact Centre team! This position is remote (home based) from any location that On Side has a branch location in.
The prime mission of the customer experience team is to ensure all customer inquiries are answered in a timely, professional and friendly manner. CES’s ensure positive experiences by offering quality communication and following On Side’s service level agreements.
This posting reflects an existing vacancy
Compensation
- Salary Range: $42,000-$44,000
- Salary based on skills, qualifications and experience
- Annual Performance Incentive Bonus – Percentage of base salary subject to personal and company performance.
- Overtime opportunities (where applicable)
Benefits
- Extended health coverage (medical, dental, vision, etc.)
- Employee assistance program (EAP)
- Group RRSP, with company matching DPSP
- Life and disability insurance
- Opportunities for advancement and internal mobility
What You’ll Do
- Assisting our customers by setting up their requests for restoration through Voice (Phone) and Email
- Creating E-files for customers by taking the details of the property damage and communicating to them to the branch offices
- Maintain effective and timely communications with all internal/external stakeholders to achieve project conditions
- Efficiently handling customer emergencies for any water, flood, fire or mold damage and build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information to internal and external customers by using the right technology tools
- Servicing our property manager’s emergency calls and coordinating with project managers for emergency dispatch.
- Handling or escalating complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
What You Bring
- Fully bilingual, speaking – reading – writing. (English/French) – Need to interact on a regular basis with English and French-speaking clients and colleagues across the country.
- 2 years’ experience providing exceptional customer service
- Previous experience handling multiple phone lines, ideally in a call center environment
- Tech-savvy (there isn’t a computer program that you couldn’t figure out how to use!)
- Proven ability to multitask effectively in a fast-paced environment
- Excellent phone etiquette and professional communication skills
- You genuinely like people and working with them to solve problems
- Proven ability to remain calm and reasonable in fast-paced, demanding environments
- High school diploma
- Exceptional adaptability to business changes, ensuring seamless transitions and ongoing success.
- Flexibility to work changing schedules as assigned per business requirement
Why You’ll Love Working Here
- A workplace that values respect, integrity, generosity, excellence and being customer driven
- Opportunities to grow your career and learn from the best in the industry
- A culture that celebrates teamwork, inclusion, and customer-driven service
Of Note:
- We’re proud to support a flexible hybrid approach which gives everyone the best of both worlds. While there are no minimum or maximum time requirements, each team’s need for in-person connections will be different and there will be times you’ll join your colleagues at the office.
- Please note Training hours may differ from the regular schedule. Details regarding the training schedule will be provided during the hiring process.
At On Side, everything starts with people. We live our values — respect, integrity, generosity, excellence, and customer focus — in everything we do.
Join a team that helps families, businesses, and communities rebuild when it matters most. You’ll contribute to a workplace where people come together to bring order to chaos.
Make a real impact, do work that matters, and grow your career with us.
*Your application is always reviewed by real people. We don’t use artificial intelligence to screen, assess, or select applicants for this role.
Job Type: Full-time
Pay: $42,000.00-$44,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- RRSP match
- Vision care
- Work from home
Application question(s):
- What branch location are you able to work from when required? (see locations tab on our website if needed)
- This position is mainly remote, are you comfortable with technology? Do you have the ability to navigate minor tech issues as needed?
- Can you describe a situation where you had to handle a difficult customer over the phone? How did you maintain professionalism and ensure the conversation stayed respectful and productive?
- Can you provide an example of a time when you had to manage multiple tasks or responsibilities at the same time? How did you prioritize and ensure everything was completed efficiently?
- Are you comfortable with having a flexible schedule, including potential changes on short notice due to emergencies?
- The training for this role may take place outside of the regular shift hours. Are you available to attend training sessions during different times if needed?
Language:
- French (written and spoken) (required)
- English (written and spoken) (required)
Work Location: Remote
