Facility Services Customer Care Operator


Call Center and Customer Service

Advert ID




Job Type




Salary Range

Up to CAD20.00/hr

No. of Openings


Branch Information

Toronto, ON - Regional - (CAN) 305 Milner Avenue Suite 903 ON Toronto , ON M2J 5C2



Job Description


The Facilities Services Customer Center Operator provides customer service and front line support to the client site, Hospital in Toronto with respect to the maintenance and operations of their building(s). Specific responsibilities include, but are not limited to, handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.

The Dispatch Centre is a critical environment responsible for receiving and dispatching facilities service requests for its clients - 7/24/365. The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Dispatch Centre team members are measured against service delivery metrics.


* Learns client account details, the service request/work order

management systems, the telephony system and Dispatch Centre

policies, processes and operating procedures

* Fills basic client requests including creating and dispatching work orders

to appropriate internal and external service providers and relaying

appropriate information to front line facilities managers

Assesses and accurately assigns level of priority to facilitate timely

fulfillment of service requests

* Learns techniques for troubleshooting service issues, communicating

with internal technicians and Facility Managers, external service

providers, landlords and other relevant parties

* Receives guidance and support in completing service requests including

activities such as proper work order processing, dispatching and the

communication of information.

* Provides customer service support

* Participates in program initiatives undertaken by the Dispatch Centre

* Maintains confidentiality of client account information and other

confidential information. Conducts work in a professional manner.

* May be required to demonstrate Dispatch Centre capabilities to

potential and existing clients and to prospective hires by having such

people Y-cord into live calls.

* May be required to provide training to new Team Members.

* Other duties as assigned.

Work Hour Availability Requirements

* 7/24/365 environment requiring open availability; rotating 12 hour shifts.

* Must have open availability to work weekends and holidays as required.

MINIMUM EDUCATION: High school completion plus a specialized technical

or business course


Knowledge & Skills

* Demonstrates language proficiency (both verbal and written) in English,

including proper grammar, spelling and punctuation. Clear and effective

communication skills

* Strong customer-service orientation and demonstrated customer service


Must be proficient at typing and navigating the computerized work system while receiving and discussing verbal communication with the client