Bilingual Customer Service Representative/Contact Centre Agent Remote

Full Time Hybrid Urgent Contact Center

Bilingual Customer Service Representative/Contact Centre Agent Remote

SureHire Occupational Health Testing · Montréal-Ouest, Quebec, Canada

15 hours ago

Compensation $18 - $19 per hour Experience No Prior Location Montréal-Ouest, Quebec

About the role
Job Title: Bilingual( French/English) Contact Centre Agent

Location(s): Remote (CANADA) - SureHire Corporate Office

Status: Full-time ; Hourly

Reports to: Manager, Contact Centre

Job Purpose:

To ensure quality services and accuracy in booking occupational testing across Canada and the US when necessary and perform basic account creation and maintenance in order to provide first-call resolution.

Working Conditions:

  • Hours: 8-hour shifts with a half-hour break, ranging between operating hours of 5:00 am - 6:00 pm(MST)
    • Part-time shifts may vary
  • Travel: No travel required
  • Hazards: N/A
  • Safety Sensitive: No
  • Physical Environment: Work from Home - Office setting
  • Dress Code: Business Casual

Job Summary & Duties:

  • Receive Inbound Calls:
    • Transfer calls, place caller on hold, forward calls to the appropriate people, and forward calls to voicemail
    • Manage, resolve, or escalate issues and provide customers with product/service information
  • Book Appointments, Review Calendars:
    • Book appointments in various locations in the SureLink calendar
    • Quality control – Double check recruiters, companies, and job numbers
    • Book Onsite and Afterhours appointments
    • Conduct Management ID
  • Coordinate Third-Party Appointments:
    • Book appointments across Canada at independent clinics
    • Communicate with clinics to ensure they have the time and necessary equipment to perform the testing
    • Communicate with recruiters to confirm the details of appointments
    • Send the appropriate authorization forms via email/fax to the sites
  • Reply to Online Appointment Requests:
    • Book appointments at appropriate locations
    • Email/Call companies to inform them of the appointment details
  • Answer All LiveChat or Text Messages or Direct Them to the Appropriate Contact:

  • Respond to Contact Us Forms Submitted in Relation to Customer Service and Appointment Bookings:

  • Account Set-Up and Maintenance:
    • Perform basic account set up for Private companies who require results
    • Submit requests on behalf of private clients who require full-service accounts
    • Provide assistance to and troubleshoot with clients on SureLink functions
  • Take Payment Info and Process Transactions:

  • General Projects and Administrative Tasks:
    • Complete tasks assigned by Manager and other departments

Job Specifications:

Education:

  • High school diploma

Experience:

  • Customer service and/or call center experience considered an asset

Formal Training/Certifications/Licenses:

  • N/A

Required Competencies/Knowledge/Skills/Abilities:

  • General computer skills: Microsoft Word and Excel
  • Excellent time management skills
  • Strong interpersonal skills
  • Ability to problem solve and effectively deal with difficult people
  • Ability to establish and maintain effective relationships with companies and collection sites
  • Ability to multi-task: coordinating several appointments, phone calls, and tasks
  • Strong phone etiquette
  • Strong communication and listening skills
  • Call Centre/Customer Service Experience is an asset

Characteristics:

  • Professional demeanor
  • Positive attitude with a commitment to continuous learning and improving work processes
  • Effective team player
Compensation $18 - $19 per hour Closes Oct 09, 2026 Applicants 12 Posted Oct 05, 2026 More About Us Company Name SureHire Occupational Health Testing Primary Industry Occupational Health Testing Company Size 1 - 115 Founded In 2004 Location Edmonton, Alberta
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