Officer, Contact Centre Services

CMHC - SCHL • Montreal, QC

2d • CA$62,393 - CA$77,992 • Hybrid

About The Position

Join the Corporate Call Centre Team, in the Bilingual Officer, Contact Centre Services position. In this role, you will deliver high‑quality client support and contribute to an exceptional client experience. There are two temporary positions with a duration of 13 months and 24 months. The Corporate Call Centre operates Monday to Friday from 8:00 AM to 6:00 PM (EST). You will be expected to work rotating shifts within these hours in a fast‑paced, high‑volume environment.

Requirements

• A post-secondary education, or an equivalent combination of education and experience.
• A minimum of three (3) years’ experience in a customer service or client support role.
• A general understanding of CMHC programs, products, and services, or experience applying comparable knowledge in the housing, financial services, or public sector environment.
• A result oriented, proactive, and technology savvy mindset, with demonstrated proficiency in AI tools, Microsoft Office Suite (including Excel), CRM systems, and contact centre technologies, and the ability to adapt and thrive in a dynamic, fast paced environment.
• Strong oral and written communication skills in both official languages (English and French), with the ability to communicate complex information in a clear, accessible, and engaging manner to diverse client groups.
• Excellent interpersonal and relationship building skills, with a demonstrated commitment to delivering outstanding customer service.
• A proven experience working in high volume environments, managing multiple priorities while maintaining accuracy and attention to detail.
• The ability to collaborate across teams and functions, contributing to a culture of accountability, responsiveness, and continuous improvement.

Responsibilities

• Act as a trusted customer service advisor, delivering high quality, knowledgeable, and professional support across all client interactions, while continuously enhancing the overall client experience.
• Capture, analyze, and escalate client feedback and concerns, identifying trends and proposing practical solutions to improve service delivery and client satisfaction.
• Work closely with internal business partners to refine, develop, and enhance client facing information, tools, and service delivery approaches across multiple channels.
• Operate effectively within a virtual, collaborative team environment to ensure client inquiries and issues are addressed promptly, accurately, and in alignment with service standards.
• Monitor and maintain accurate tracking of customer feedback, inquiries, and suggestions, ensuring data integrity, completeness, and actionable insights.
• Respond to client inquiries with clarity and precision, consistently meeting established KPIs and SLAs while maintaining a client focused approach.
• Contribute to continuous improvement initiatives by identifying opportunities to streamline processes, enhance service quality, and optimize the client experience.

Benefits

• Accrued vacation.
• Annual individual performance bonus.
• Group insurance coverage to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree