Remote Customer Service Representative (Bilingual)

Boardwalk provides Canadians with a quality, comfortable, home living experience. We offer rental apartments and townhouses that come in a wide breadth of shapes, sizes and sets of amenities. We operate over 34,000 units across Alberta, British Columbia, Ontario, Saskatchewan, and Quebec.

Boardwalk recognizes our Associates as our most valuable asset. We are proud to provide competitive wages, profit-sharing, and amazing benefits like flexible group medical and dental, fitness reimbursement, training and development, group RRSP matching, rental discounts, and more!

We pride ourselves in providing the best customer service and helping people find their perfect home. Customer Service is an integral part of our Company Values and we are looking for individuals who are passionate about the same. If you have previous customer service, sales, or property management experience, we’d love to hear from you!
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15-month contract
Must be fully bilingual and available to work from 3PM Eastern Time untill 11:30PM Eastern Time, including weekends

As a Remote Contact Centre Representative, you will be a vital support to our Operations team and our current, previous, and future Resident Members. The successful candidate will be able to accept ownership for effectively solving customer concerns, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior while maintaining a professionally friendly demeanor.

Responsibilities:
Manage varying amounts of inbound calls, emails, and chats in a timely manner
Identify Residents’ needs, clarify information, research every issue, and provide solutions and/or alternatives
Seize opportunities to upsell our locations when they arise
Diligently follow up on outstanding Resident related issues
Respond to social media private messages and replies
Keep records of all conversations in our Customer Relationship Management software
Build sustainable relationships and engage Residents by going the extra mile
Build strong, effective, and Resident centric relationships with our fellow site-based Associates
Positively contribute to and drive Boardwalk’s public reputation by your interactions
As a remote Associate, ensure your working hours are dedicated to your role and responsibilities by ensuring a quiet space free from interruption during your working hours
Ensure your equipment is always operational and seek support when it is not working properly
Experience Technical Requirements:
Experience in a customer support/service role preferred
Familiarity with computers and telephone, email, chat etiquette
Familiarity with CRM systems and practice
A strong and reliable internet connection is required (to be determined upon hiring) - no public internet connections. Up to $100 monthly reimbursement for internet expenses will be provided.
Skills Required:
Strong written, phone and verbal communication skills along with active listening skills in English and/or French
Customer centric mindset and adaptability to different personality types
Ability to multi-task, set priorities, and manage time effectively
Drive and determination to maintain and achieve monthly KPIs (Key Performance Indicators) as set by your team Leaders.
Must be analytical - able to analyze various options and take appropriate action
Capacity to manage upset, challenging, or confrontational Residents in a calm, clear, thoughtful, and respectful manner
Must be able to work well within a team virtual environment as well as independently
Possess a quiet, uninterrupted workspace free from background noises and distractions
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Interested applicants are invited to submit a cover letter and resume. If applying for a location you do not currently reside in, please specify if you are planning to relocate and the approximate timeframe that you would be available to start work if an offer is presented.
We would like to thank you in advance for your application, however, only those candidates who are being considered will be contacted.
Offers of employment will be contingent on satisfactory Security Background Checks, Reference Checks, and Pre-employment Physical Testing where applicable.
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