Alert Management Specialist - Bilingual (English/French)

Blackline Safety•Calgary, AB

1d•Hybrid

About The Position

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best. The Alert Management Specialist reports to the Manager, Alert Management Specialists and delivers professional, timely support to customers. Our Alert Management Specialists manage safety incidents efficiently and conscientiously from onset through to resolution.

Requirements

Minimum 3 years of customer service experience.
Fluent written & spoken French and English is required.
Consistently demonstrate a strong work ethic to handle a high volume of client interactions with diligence, professionalism, and attention to detail.
Ability to demonstrate proficiency utilizing technology to maintain organized records, access information, and manage client accounts or inquiries, ensuring data accuracy and security.
Demonstrate the ability to work autonomously and efficiently, taking initiative to complete tasks and projects with minimal supervision.
Demonstrates the ability to identify and correct errors or inconsistencies in data, documents, and processes.
Pays careful attention to the finer points and ensures thoroughness in every aspect of work, resulting in quality outcomes and minimal margin for error.
Demonstrated ability to proficiently handle concurrent tasks.
Demonstrate the capacity to adjust and accommodate variations in work hours or schedules as needed to meet organizational demands.
Apply critical thinking and problem-solving skills to address challenges, make quick decisions when required, and implement solutions that align with organizational goals.
Previous experience in a customer service or dispatch role is required.
Valid First Aid and CPR certification required.
The certification must include an in-person, hands-on practical skills evaluation.
Fully online certifications without an in-person testing component will not be accepted.

Nice To Haves

Post-secondary certificate or diploma in Emergency Management, Public Safety, Customer Service Management, or related field considered an asset.
Proficiency in Spanish, Arabic, Portuguese are an asset in this role.

Responsibilities

Monitor customer personnel safety through real-time alert systems.
Efficiently manage emergency alerts following established escalation protocols with professionalism.
Respond to critical situations calmly and confidently while maintaining composure under pressure.
Provide basic troubleshooting and technical support for triggered alerts.
Monitor weather and road conditions for lone workers, proactively informing them of potential hazards.
Deliver exceptional customer service to ensure positive client experiences and satisfaction.
Maintain accurate records and prepare comprehensive reports on safety incidents and resolutions.