Company Overview

Canstar is a Canadian restoration company, owned and operated since we opened in 1985. We have branches both in BC and in AB. Canstar focuses on helping people after experiencing a fire, flood or other structural trauma to their home/business.

We love taking part in community events and are pleased to help our furry friends by sponsoring the BCSPCA. We pride ourselves as being the best in the restoration industry by providing excellent service, prioritizing safety, and delivering a very high level of quality work to our customers.

We take good care of our team too! We like to have fun and celebrate our success with things like popcorn Fridays and an annual visit to Playland for staff and their families!

Position Overview

This role is responsible for answering inbound calls and emails from new and existing customers and handling new jobs as required, using their strong communication and excellent customer service skills. This includes entering new claims, escalating emergencies and dispatching staff. This role is all about being exceptional with customers and supporting job efficiency.

Our call center operates 24/7 and has a variety of shifts, including day, afternoon and graveyard shifts on weekdays and weekends. Some overtime and flexibility to work early or late may be required on a periodic basis.

Duties and Responsibilities

• Receive and record new jobs and after hours calls accurately into on-line Call Log

• Answer the telephone and direct the calls/messages in a friendly and professional manner

• Receive new jobs via phone and email, assign to Project Management Teams

• Enter and maintain accurate and complete job file information and date milestones in our project management software and online communication platforms

• Assign and send work orders to internal and external trades

• Dispatch technicians as directed

• Distribute and track keys

• Document Filing/Scanning/Uploading

• Provide outstanding customer service to both internal and external customers

• Monitor surveillance cameras for Head Office & Branch Offices and respond accordingly

• Responsible for keeping common areas tidy and stocked

• Time off relief for Call Centre Attendants

• Ensure that self and others adhere to Canstar’s health and safety practices and procedures

• Ensure good housekeeping is kept to perform work safely and efficiently

• Understand safety policies and protocols

• Ensure that self and others on site are wearing all required PPE, when required

Who we are looking for:

A personable and well-organized individual with outstanding customer service skills is a match made in heaven for a the Canstar Call Centre Attendant. Experience working in a fast-paced environment focused on internal and external customer service will have you off on the right foot for this position. Other important attributes of a future Canstar Admin are:

• 1+ years of strong administrative, clerical and customer service experience
• 1+ years of experience in a high-volume administrative role would be a benefit
• Experience in the construction, restoration, or insurance industry is considered beneficial
• Strong computer skills including Microsoft Office suite (Outlook, Word, Excel, PowerPoint)
• Ability to accurately type 40 words per minute
• Ability to communicate effectively in English both verbally and in writing
• Ability to deal with difficult customers/clients on the phone and defuse a situation
• Ability to multitask, prioritize and think critically
• Ability to see the big picture and work in a constant changing environment
• Ability to work in a team environment and independently
• Experience with Microsoft Dynamics is considered an asset

Working Conditions:

• Must be available to work after hours, evening or graveyard shifts as required

• Variable shifts may be scheduled based on operational needs

• Must be flexible to work overtime, evenings, and weekends as needed

• Afterhours shifts Monday to Friday:

• Evenings: 4:00 pm to 12:30 am

• Graveyard: 12:30 am to 9:00 am

• Afterhours weekend shifts:

• Evenings: 4:30 pm to 12:30 am

• Graveyard: 12:30 am to 8:30 am

Perks of working for Canstar…

• Competitive compensation
• Extended health and dental benefits for you and your family
• Great company culture and career advancement opportunities
• Industry-related Tuition Reimbursement (50% - 100% of tuition costs!)