Service Center Agent – English / Agent(e) service client – anglais

Akelius•Montreal, QC

13d•Hybrid

About The Position

Akelius is looking for a Service Center Agent to join its North American Service Centre in Montreal. This position exclusively handles calls and emails from residents and prospective tenants in the United States. You will help customers resolve issues, coordinate service requests and ensure that every matter receives appropriate follow-up. Professional spoken and written English is required. Full bilingual fluency is not required. Only basic French is needed for simple, routine communication with colleagues in the office.

Requirements

one to two years of experience in customer service, a call centre or a similar role
professional spoken and written English
basic French sufficient for simple, routine communication with colleagues in Quebec
excellent listening and communication skills
a friendly, respectful and customer-focused approach
the ability to take ownership of a request and follow it through to resolution
sound judgment and strong problem-solving abilities
composure and professionalism when handling difficult situations
a collaborative, team-oriented approach.

Nice To Haves

Experience in residential real estate
knowledge of Yardi
Spanish is also an asset but is not required.

Responsibilities

answering customer telephone calls, e-mails in a courteous and timely manner
asking the right questions to understand each request
recognizing urgent situations and following the appropriate procedures
meeting the Service Centre’s quality, accuracy and response-time standards
ensuring superior customer satisfaction
creating, inputting data for, and executing work orders for residents with detailed information
dispatching work orders to technicians or trades people
liaising with property management and leasing teams
following up work order completion
assisting with rent reminders
managing priority situations in a professional manner
identifying recurring issues and suggesting improvements to the customer experience
performing other related duties as required.