Bilingual (FR/SP) Emergency Dispatch & Customer Service

viiz Communications Canada, Inc. - Calgary, AB (30+ days ago)

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JobDescription

Thisposition is responsible for receiving, evaluating and coordinating emergencyand non-emergency requests for callers requesting assistance throughout NorthAmerica in accordance with client contracts. You will be responsible for the efficientand effective communication, documentation and relaying of information as athird-party connection service to connect callers to emergency services forsituations such as medical, fire, motor vehicle accidents, etc.

Inaddition, you will handle non-emergency customer service calls for directoryassistance, operator services, and message relay services making outbound callsto connect callers as appropriate. The successful candidate will need to beable to conduct their duties under pressure and diffuse emotionally chargedinteractions. Must be available for training starting on Monday, September 23, 2019.

Responsibilities

  • Answer incoming calls through effective communication with callers requesting emergency and non-emergency assistance.
  • Clear and concise relaying of information to emergency response dispatchers or other customers.
  • Data entry skills to accurately obtain, document and verify pertinent information while providing instructions to the caller and connecting them the respective third party
  • Accurately follow directions provided by our software, emergency response dispatchers, customers and team members
  • Maintain conversation with the caller in a professional manner
  • Provide alternative solutions when a caller’s request cannot be fulfilled
  • Work independently as part of a team while being aware that the other operators may have calls in progress that involve multiple individuals
  • Actively display judgement, tact, compassion and empathy
  • Ability to retain emotional control, remaining calm and professional during all interactions
  • Use logic and reasoning when assisting callers
  • Stay motivated to multi-task under pressure in a highly repetitive environment

Qualifications

· 1 year previousexperience in dispatching, emergency response services, call centre or customerservice

High School Diploma or GED equivalent preferred

· Successfullypass pre-employment background check

· Fluent English speaking,reading and writing abilities

· Bilingual in Frenchor Spanish would be an asset

· Ability to type a minimum of 40 words perminute with 80% accuracy

  • Proficient use of multiple computer programs and telephone

· Must have reliable transportation to meetshift requirements as this is a 24/7 call centre

  • Must be able to work non-standard business hours and/or overtime when required

The essential functions include but arenot limited to the above duties and responsibilities which are not listed inany particular order of priority and may be amended or added to by viizCommunications at any time.

Hours: Shiftwork– Day, Evening, Night, Weekends, Holidays, Possibility of Overtime

Job Type: Full-time

Job Type: Full-time

Salary: $15.00 to $19.50 /hour

Experience:

  • emergency dispatching: 1 year (Preferred)
  • Customer Service: 1 year (Preferred)

Language:

  • Spanish (Preferred)
  • French (Preferred)