Bilingual Customer Service Agent​/D'agent; e de service à la clientèle bilingue

Boardwalk provides Canadians with a quality, comfortable, home living experience. We offer rental apartments and townhouses that come in a wide breadth of shapes, sizes and sets of amenities. We operate over 34,000 units across Alberta, British Columbia, Ontario, Saskatchewan, and Quebec.

Boardwalk recognizes our Associates as our most valuable asset. We are proud to provide these amazing benefits:

• Competitive wages
• Access to on-demand pay – get your money as soon as you earned it through Dayforce Wallet
• Profit‑sharing
• Flexible group medical and dental
• Fitness and Wellness reimbursement
• Training and Development allowance
• Group RRSP matching
• Up to 20% rental discounts, and more!

As a Remote Bilingual Customer Service Agent (Resident Care Partner), you will be a vital support to our Operations team and to our current, previous, and future Resident Members. The successful candidate will accept ownership for effectively solving customer concerns, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior while maintaining a professionally friendly demeanor.

• Manage varying amounts of inbound calls, emails, and chats in a timely manner.
• Identify Residents’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Seize opportunities to upsell our locations when they arise.
• Diligently follow up on outstanding Resident‑related issues.
• Respond to social media private messages and replies.
• Keep records of all conversations in our Customer Relationship Management software.
• Build sustainable relationships and engage Residents by going the extra mile.
• Build strong, effective, and resident‑centric relationships with our fellow site‑based Associates.
• Positively contribute to and drive Boardwalk’s public reputation through your interactions.
• As a remote Associate, ensure your working hours are dedicated to your role and responsibilities by keeping a quiet space free from interruption during your working hours.
• Ensure your equipment is always operational and seek support when it is not working properly.

• Experience in a customer support/service role preferred.
• Familiarity with computers, telephone, email, chat etiquette.
• Familiarity with CRM systems and practice.
• Strong and reliable internet connection is required (no public internet connections). Up to $100 monthly reimbursement for internet expenses will be provided.

• Strong written, phone and verbal communication skills along with active listening skills in English and/or French.
• Customer‑centric mindset and adaptability to different personality types.
• Ability to multi‑task, set priorities, and manage time effectively.
• Drive and determination to maintain and achieve monthly KPIs as set by your team Leaders.
• Analytical – able to analyze various options and take appropriate action.
• Capacity to manage upset, challenging, or confrontational Residents in a calm, clear, thoughtful, and respectful manner.
• Work well within a virtual team environment as well as independently.
• Possess a quiet, uninterrupted workspace free from background noises and distractions.

• Gérer un volume variable d’appels entrants, de courriels et de clavardages en temps opportun.
• Cerner les besoins de la clientèle, obtenir des précisions sur toute préoccupation, plainte ou demande, scruter chaque problème et proposer des solutions ou des solutions de rechange.
• Saisir toute occasion permettant de promouvoir la location d’un logement à loyer supérieur.
• Effectuer un suivi minutieux des problèmes non réglés liés aux personnes résidentes.
• Donner suite aux messages envoyés en privé par les réseaux sociaux.
• Conserver les conversations dans le logiciel de gestion des relations avec la clientèle.
• Pérenniser des relations avec la clientèle en allant au-delà des attentes.
• Établir des relations solides et fluides axées sur la clientèle avec les collègues des projets.
• Influer positivement sur la notoriété publique de Boardwalk et la propulser par ses interactions.
• S’assurer en télétravail de se consacrer entièrement au rôle et aux responsabilités du poste dans un espace calme…