Bilingual Contact Centre Agent Job in SUDBURY, ON - Adecco

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Job Summary
Bilingual Contact Centre Agent
Location: SUDBURY, ON Category: Sales & Customer Service
Status: Direct Hire Reference: ca_en_2_026659_12564
Posted: January 11,2017 Salary: N/A

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Ontario One Call (ON1Call) is the legislated ‘Call Before You Dig’ provider and Regulator for the Ontario Underground Infrastructure Notification Systems Act 2012.

ON1Call operates an inbound contact centre which takes and processes requests from anyone who may be digging near underground infrastructure and routes the request to our members. The over 800 underground utility owners or operators – including utilities, municipalities and other entities – who are the members of ON1Call, can then provide locates to protect their buried infrastructure. ON1Call is also responsible for public education, industry outreach and compliance. ON1Call’s mandate is defined in Provincial Law and we are governed by a representative Board of Directors consisting of both excavator and members.

Position overview:

Ontario One Call is currently looking for Contact Centre Agents for a permanent position who will be responsible for the input and processing of locate requests for underground infrastructure, using the Ontario One Call Application. Agents communicate daily with homeowners, excavators, owners of underground infrastructure and those involved in the excavation process while providing outstanding customer service in damage prevention and public safety. This role reports to the Contact Centre Manager. If successful, all new hires will be required to attend mandatory, paid full-time training for the first two weeks.

Primary Responsibilities:

Receive inbound calls from excavators and homeowners who plan to disturb the ground, asking pertinent and scripted questions
Input and process locate requests into a proprietary application
Make changes to or cancel locate requests as directed by the callers, ensuring to get all pertinent information when doing so
Review and process locate requests submitted through Ontario One Call’s electronic ticket application
Handle emergency calls in a timely and efficient manner
Analyze maps to provide office clearances
Make outbound phone calls to obtain clarification on digging requests
Answer locate related questions
Escalate calls when appropriate
Handle all interactions in a professional manner


Ability to read, speak and write in English fluently
Excellent attendance, punctuality and flexibility
Ability to read and interpret directions and instructions by phone or computer
Excellent Communication Skills
Strong computer and keyboarding skills
Excellent customer service skills
Excellent attention to detail
Ability to follow and understand protocol
Ability to multi-task and handle large workloads from time to time


2+ years of customer service experience with the general public
Industry experience is an asset
Fluency in French is mandatory

If you are interested in this Bilingual Contact Center Agent role please apply directly online for immediate consideration

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

As part of the recruitment process, the selected candidate will be required to provide employment references and successfully complete a criminal background check.



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**Note: Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.**