WHO ARE WE?
We've been serving Canadian clients for over 75 years. The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. Powered by passionate people, we bring the right teams with the right skills together – offering both experience and regional expertise so companies can operate their day to day, confidently and successfully.

Reporting to the Call Centre Supervisor, the Contact Centre Agent is responsible for answering and forwarding telephone calls received by the company and performing other clerical duties as required. The Agent is also responsible for providing our clients and staff with an immediate point of contact regarding our services at the location to ensure requests are accurately tracked and assigned to the appropriate resource or team for completion.

The agent performs some or all of the following duties:

• Answer a multi-lined switchboard with a high volume of calls, take messages and transfer phone calls to the appropriate location and person.
• Use effective listening and probing techniques to accurately capture and log service requests and dispatch tasks to the appropriate person or team in a timely manner using Concept Evolution system.
• Monitor and manage tasks through to completion.
• Offer general assistance to callers as required.
•  Prepare and distribute call reports daily, or as required.
• Practice continuous improvement by suggesting opportunities to improve service to callers.
• Work successfully with other call Centre employees to provide exceptional service to internal and external clients.
• Provide administrative support to other departments as necessary.
• Other duties as required.

• Must have an educational background with a high school graduate diploma.
• Post-secondary education in Business Administration would be considered an asset.
• Must have 2-3 years of office administration experience.
• Intermediate knowledge and work-related experience using Microsoft Office, specifically Word Excel and Outlook.

• Ability to adjust the order of priorities to complete assigned tasks in a timely and efficient manner.
• Proven ability to manage stress in a busy work environment.
• Knowledge and ability to work with task logging applications
• Ability to work as a team player as well as independently.
• Ability to work well with little or no supervision; possess ability to use good judgment and take initiative.
• Ability to work in a fast paced, deadline driven environment.