Customer Service Representative (Contract)

Aecon Group Inc. | Posted 23-01-2020

Toronto (IT)


ABOUT USAecon Group Inc. is Canada’s largest, publicly traded construction and infrastructure development company. Aecon and its subsidiaries provide services to private and public sector clients throughout Canada and on a selected basis internationally. Aecon Industrial offers a suite of unparalleled services to some of Canada’s largest energy suppliers, providing best-in-class solutions to the oil and gas, nuclear, co-generation, and renewable sectors. Aecon Utilities is Ontario's premier utility contractor, averaging more than 1000 skilled trades people, project managers and clerical staff. Our respected personnel are well equipped with more than 1500 major pieces of equipment, including one of the largest directional drilling fleets in Ontario. PURPOSE OF THE POSITIONReporting to the Account Manager, the Customer Service / help Desk Representative will be responsible for providing customer service and front line support to clients. Note: This is a 2-year contract opportunity with potential of becoming permanent. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
  • Handling inbound requests from clients, via phone, email or web portal, ranging in nature from routine support requests to emergency requests
  • Probing and documenting details of client needs and capturing needs in work order
  • Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner
  • Developing and maintaining positive working relationships with clients and managers
  • Providing administrative/clerical support to enable timely resolution of service related issues
  • Perform document management tasks, including but not limited to filing, photocopying, word processing and coordinating/assembling documents for binders
  • Reporting issues to the manager regarding workload status, potential legal issues and potential opportunities
  • Assisting in billing and payroll time entry duties
  • Perform and maintain daily documentation, filing and typing
  • Maintain and organize document files
  • Administers office and safety supplies, stationary for the entire office
  • Suggest and implement improved work methods and systems relating to administrative tasks
  • Assists other staff in office duties as required
  • Assists customers when required with clerical or other duties.
KNOWLEDGE AND SKILLS
  • 1-2 years of relevant customer service experience
  • Ability to work various shifts including evenings and rotational weekends
  • Communication – excellent ability to clearly and effectively communicate information and clarify requirements both orally and in writing
  • Strong customer service orientation and demonstrated customer service skills
  • Ability to work in a fast-paced, multi-client environment with ability to apply various client-specific business processes to individual service request situations
  • Work with a sense of urgency by demonstrating the ability to shift priorities to accomplish objectives
  • Effectively manage time to keep commitments to both internal and external clients
  • Proficient with Microsoft Office products (MS Word, MS Excel, MS Outlook)
  • Must be highly organized and able to multi-task
  • Must be able to probe and gather detailed information from callers, assess issues accurately and assign level of priority
  • Experience in the construction industry is a strong asset
Aecon offers the opportunity to work on challenging, high profile projects and provides competitive compensation and benefits.Aecon is an equal opportunity employer.Aecon accommodates. Upon request, Aecon accommodates candidates with disabilities throughout the hiring process.