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

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.

• full-time and part-time positions are available
• available shifts are weekdays from 12:30pm to 9:00pm and weekends from 9am to 5:30pm
• hybrid work arrangement
• group insurance
• group RRSP
• development opportunities within an international real estate company.

You will be an important first point of contact for Akelius residents and prospective tenants in the United States.

Your primary responsibilities will include:

• 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.

• 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.

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

This position is exclusively assigned to calls, emails and service requests from residents and prospective tenants in the United States. The representative must communicate with these customers in English and must be able to understand potentially urgent requests, collect accurate information, explain the next steps, and document and dispatch service requirements in English.

Akelius recherche un(e) agent(e) au service à la clientèle pour se joindre à son Centre de services nord-américain à Montréal.

Ce poste traite exclusivement les appels, les courriels et les demandes de service de résidents et de futurs locataires aux États-Unis. Vous aiderez les clients à résoudre leurs problèmes, coordonnerez les demandes de service et veillerez à ce que chaque situation fasse l’objet d’un suivi approprié.

Une maîtrise professionnelle de l’anglais, à l’oral et à l’écrit, est requise. Il n’est pas nécessaire d’être parfaitement bilingue. Seule une connaissance de base du français est nécessaire pour les échanges simples et courants avec les collègues du Québec.

• poste à temps plein et à temps partiel

• horaires disponibles du lundi au vendredi de 12h30 à 21h00 et les samedis et dimanches de 9h00 à 17h30.

• mode de travail hybride

• assurance collective

• REER collectif

• possibilités de développement au sein d’une entreprise immobilière internationale.

Vous serez un premier point de contact important pour les résidents et les futurs locataires d’Akelius aux…