Position Summary

On Side Restoration is looking for 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.

This posting reflects an existing vacancy

Compensation

- Salary Range: $42,000-$44,000
- Salary based on skills, qualifications and experience
- Annual Performance Incentive Bonus – Percentage of base salary subject to personal and company performance.
- Overtime opportunities (where applicable)

Benefits

- Extended health coverage (medical, dental, vision, etc.)
- Employee assistance program (EAP)
- Group RRSP, with company matching DPSP
- Life and disability insurance
- Opportunities for advancement and internal mobility

What You’ll Do

- Assisting our customers by setting up their requests for restoration through Voice (Phone) and Email
- Creating E-files for customers by taking the details of the property damage and communicating to 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’s 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,



ideally in a call center environment
- Tech-savvy (there isn’t a computer program that you couldn’t figure out how to use!)
- Proven ability to multitask effectively in a rapid-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

Why You’ll Love Working Here

- A workplace that values respect, integrity, generosity, excellence and being customer driven
- Opportunities to grow your career and learn from the best in the industry
- A culture that celebrates teamwork, inclusion, and customer-driven service

Schedules:

- Monday to Friday| 12:00 PM – 8:30 PM EST
- Please note Training hours may differ from the regular schedule. Details regarding the training schedule will be provided during the hiring process.

Of 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.

At On Side, everything starts with people. We live our values — respect, integrity, generosity, excellence, and customer focus — in everything we do.

Join a team that helps families, businesses, and communities rebuild when it matters most. You’ll contribute to a workplace where people come together to bring order to chaos.

Make a real impact, do work that matters, and grow your career with us.





*Your application is always reviewed by real people. We don’t use artificial intelligence to screen, assess, or select applicants for this role.

Type d'emploi : Temps Plein

Rémunération : 42 000,00$ à 44 000,00$ par an

Avantages

- Assurance Dentaire
- Assurance Invalidité
- Assurance Maladie Complémentaire
- Assurance Vie
- Assurance Vision
- Cotisation égale au RÉER
- Événements d'Entreprise
- Programme d'Aide aux Employés
- Tenue Décontractée
- Travail à domicile

Question(s) de présélection:
- À partir de quelle succursale êtes-vous en mesure de travailler, si nécessaire ?

(Veuillez consulter l’onglet « Emplacements » sur notre site Web au besoin.)
- Ce poste est principalement en télétravail. Êtes-vous à l’aise avec la technologie ? Avez-vous la capacité de résoudre de petits problèmes techniques au besoin ?
- Parlez-nous de vos compétences ou expériences passées qui vous permettent de gérer et de prioriser une charge de travail importante.
- Pouvez-vous décrire une situation où vous avez dû gérer un client difficile au téléphone ? Comment avez-vous maintenu un comportement professionnel tout en gardant la conversation respectueuse et productive ?
- Pouvez-vous donner un exemple d’une situation où vous avez dû gérer plusieurs tâches ou responsabilités en même temps ? Comment avez-vous priorisé votre travail pour tout accomplir efficacement?
- Êtes-vous à l’aise avec un horaire flexible, y compris des changements possibles à court terme en cas d’urgence?
- Comment évalueriez-vous vos compétences en expression orale et écrite en anglais, sur une échelle de 0 à 10? (0 = aucune compétence ; 10 = expert)
- Comment évalueriez-vous vos compétences en expression orale et écrite en français, sur une échelle de 0 à 10 ? (0 = aucune compétence ; 10 = expert)
- La formation pour ce poste peut avoir lieu en dehors des heures normales de travail. Êtes-vous disponible pour participer à des séances de formation à des horaires différents, si nécessaire?
- Cette position a un horaire de Lundi au Vendredi 12:00 PM – 8:30 PM (HNE), êtes-vous en mesure d'accomoder ceci?

Lieu du poste : Télétravail

📌 Agent du centre d'appel (Bilingue - Anglais/Français) (Canada)
🏢 On Side Restoration
📍 Canada