Job Title

Overview We are looking for a bilingual (English / French) Customer Experience Representative overnight and weekend who enjoys challenges and helping customers. This role offers the opportunity to learn and develop skills in a rewarding career through our advancement program. At Ainsworth, customers are a top priority. You will use phone calls and emails to listen, support and problem-solve customers requests from across North America. Responsibilities Receive calls or email requests from clients for various reasons related to service or daily operations of their sites. Create and complete work order requests on all incoming calls and email requests. Contact appropriate individuals for urgent and emergency requests to ensure timely handling. Develop and maintain an understanding and working knowledge of all aspects of the RBAS centre with an emphasis on building automation systems. Act on incoming building automation alarms. Provide direction and information to clients and service providers to ensure coordination and execution of work with minimal disruption. Monitor SLA commitments on all work orders; raise issues with the appropriate department when SLA targets are at risk or cannot be achieved. Perform statistical analysis and reporting. Build and develop relationships with customers, dispatchers and technical staff to retain existing customers and, where applicable, increase new sales. Ability to manage changing priorities and adapt to business needs and requirements. Adhere to all company policies and the Company''s Quality System operating procedures. Perform all job functions in a safe and healthful manner, abiding by applicable Health, Safety and Environmental policies and government regulations. Perform other duties as assigned by Management. Qualifications 2-4 years of experience in a customer support role through a Contact Centre College/university graduate or equivalent work experience Bilingual: English / French Experience in HVAC/Building Automation industry or related field is an asset Professional self-starter with the ability to assume additional responsibilities and work flexible hours as required Clear communication with internal and external clients Good interpersonal and communication skills Strong customer service orientation and willingness to help clients Collaborative style; ability to maintain professionalism under stress Strong organizational skills and proactive problem-solving abilities Ability to plan and manage work under time constraints, with minimal supervision Must be available to attend and complete a four (4) week full-time paid training program Compensation and Benefits The pay range is $20.00 to $30.00 per hour. Actual salary will vary based on education, experience, knowledge, skills and abilities, and market alignment. The base salary is part of a total compensation package that may include incentives and health coverage. Additional Information This posting is for an active vacancy; interested applicants are encouraged to apply as soon as possible. EEO and Company Information GDI Ainsworth is an equal opportunity employer. Qualified designated group members are encouraged to apply. Accommodation will be considered as per our Accommodation Policy, available upon request. We are committed to building a diverse and inclusive workplace and to promoting a great team atmosphere with opportunities for advancement. #J-18808-Ljbffr