Company Overview: We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!
The Customer Service Operator - Bilingual French for our National Communications Centre will be responsible for intake, triage and escalation of all types of incidents reported to the center, with the assistance of the Supervisor. The Customer Service Operator - Bilingual French will also be responsible for documentation and data entry, monitoring various systems and responding to email and telephone calls in a professional and timely manner.
Job Title: Customer Service Operator - Bilingual French
Location: Mississauga, ON
Positions: 1 Full time & 2 Part time openings
Pay Rate: $23.00 per hour
Successful candidates must be available to work the above rotational schedules and shift timings.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: Answer incoming calls and respond to emails.
Accurate and timely dispatching of alarm calls (internal and external)
Handle customer inquiries both over the phone and by email
Enter new client locations / information into system(s);
Informs clients (internal & external) by explaining procedures; answering questions; providing information.
Identify and Escalate priority issues, critical incidents and escalated as per procedure
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
Route calls to appropriate area/department.
Ensure training manual is updated with new procedures/functions
Follow up with customer (internal & external) calls/emails as / when necessary
Create monthly client reports




Accurate bi-weekly payroll reporting
Create and distribute daily internal reports / shift reports / weekly reports
Scheduling of staff (manage time off, sick days accurately)
Assist in training new operators
Maintain database and manuals (Procedural manual, subcontractor list etc.)
Assist in managing employee performance ( job performance issues, compliments/complaints)
Completion of Annual Employee Reviews (members under each team lead)
Employee Access cards - printing and providing quality assurance, assist with distribution
*Remote Video Monitoring - key function/role to be determined
Other job functions as assigned by immediate manager or Senior Director
QUALIFICATIONS Bilingualism, French /English is a must
Prior call center and Customer Service experience
Ability to work independently
Written and Oral Communication
Data Entry / Attention to Detail
Ability to think strategically
Ability to motivate immediate team members
Ability to reason through complex problems and reach sound decisions
Able to effectively multi-task
People management skills
Ability to work in a stressful environment
Ability to motivate and encourage others
Prior security-related experience. (preferred)
911 or Police Foundations training, preferred
Prior experience in managing a team, call center setting (preferred but not required)
EDUCATION High School Diploma or equivalent
Proficient in computer applications
BENEFITS Opportunities for career growth and advancement.
Paid training and development programs.
Disclaimer: As part of our standard hiring process, all candidates being considered for employment with Allied Universal are required to undergo a background check. This background check may include, but is not limited to, criminal history, employment verification, education verification, and professional references
Allied Universal® is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

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📌 Customer Service Operator - Bilingual French (Ontario)
🏢 Allied Universal Security Services
📍 Ontario