Contact Center Agent (Bilingual - English/French)

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 fast-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

Schedule:

Position 1 (EST): Friday- Tuesday, 7am - 3:30pm

Please note Training hours may differ from the regular schedule. Details regarding the training schedule will be provided during the hiring process.

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

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.

Job Type: Full-time

Pay: $42,000.00-$44,000.00 per year

Benefits

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• RRSP match
• Vision care
• Work from home

Application question(s):

• What branch location are you able to work from when required? (see locations tab on our website if needed)
• This position is mainly remote, are you comfortable with technology? Do you have the ability to navigate minor tech issues as needed?
• Tell us about your ability or past experiences that will enable you to handle and prioritize a high-volume workload.
• Can you describe a situation where you had to handle a difficult customer over the phone? How did you maintain professionalism and ensure the conversation stayed respectful and productive?
• Can you provide an example of a time when you had to manage multiple tasks or responsibilities at the same time? How did you prioritize and ensure everything was completed efficiently?
• Are you comfortable with having a flexible schedule, including potential changes on short notice due to emergencies?
• What are your oral and written expression skills in English, rated out of 10? [0=none; 10=expert]
• What are your oral and written expression skills in French, rated out of 10? [0=none; 10=expert]
• The training for this role may take place outside of the regular shift hours. Are you available to attend training sessions during different times if needed?
• This position has a schedule of Friday-Tuesday, 7am to 3:30pm (HNE), are you able to accomodate this?

Language:

• French (written and spoken) (required)

Work Location: Remote