Customer Experience Specialist (Bilingual French/English)

Compensation: $42 000 – $44 000 /year (full-time / permanent)

On Side Restoration is looking for an 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.

Customer Experience Specialists are responsible for:

• Assisting our customers, by setting up their requests for restoration through Voice (Phone) and Email
• Making inbound and outbound phone calls
• Creating E-files for customers by taking the details of the property damage and communicate 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 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
• 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

Schedule: 6am-2:30pm EST Saturday-Wednesday
Please note Training hours may differ from the regular schedule. Details regarding the training schedule will be provided during the hiring process.

To 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.
• *Salary estimates provided in this job posting cover all locations. Total compensation will be discussed at the time of interview and determined by factors such as region, branch size, experience and education.

What’s in it for you?

We’re an established company in a growing industry and we need awesome people! We WANT you to be fulfilled by your work, we WANT you to enjoy the people you work with and we WANT to provide you with learning and advancement opportunities. We also love that we’re able to provide an employee assistance program, excellent health plan which includes extended medical (chiropractic, massage, acupuncture, vision, and more!) dental, long-term disability (LTD) and life insurance.

We provide on the job training with opportunity for development—promotions and national career movement are yours for the taking (well, with a few months under your belt). At On Side we work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day.

Get on our side! Both major weather disasters and minor accidents involving water, fire, and more happen every day, and in our industry this is how we keep busy, restoring properties 24 hours per day, 7 days a week. Mother Nature usually doesn’t wait for an invitation, but we’re in the business of dealing with party crashers, and we’ve done it for over 40 years! We have branches from Victoria, BC to St. John’s, Newfoundland and (almost) everywhere in between. Our fantastic team of over 1,800 employees stretches far and wide across Canada, and we’re growing—YOU could be the next great addition!