Date:  Nov 19, 2020

Toronto, ON, CA

Operating Sector:  Utilities

Customer Service Representative

At Aecon, we’re building the future and our people are at the heart of everything we do. We're always looking for exceptional talent to work on our exciting and ever-expanding project portfolios. We are focused on being the #1 Canadian Infrastructure Company and the first choice employer in our industry.


Position Overview 
Faster.Smarter.Safer. This is how Aecon Utilities is committed to delivering projects.  Aecon Utilities is ready to become Canada’s #1 utility construction provider and we’re looking for a Customer Service Representative to help us get there!


Reporting to the Customer Service, Team Lead, the CSR & HelpDesk Administrator will be responsible for providing customer service and front-line support to Enbridge Gas clients.


Note, this is a contract position set to end May, 2022.
Key Responsibilities 
•    Customer Satisfaction.
•    Handling inbound requests from clients, via phone, email or web portal, ranging in nature from routine support requests to emergency requests.
•    Probing and documenting details of client needs and capturing needs in work order.
•    Creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to regional facilities managers
•    Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
•    Learns techniques for troubleshooting service issues, communicating with Facility Managers, external service providers, landlords and other relevant parties.
•    Providing high level of service, care and quality to each and every call/email. Meets or exceeds service level agreements (SLAs) mutually established with client
•    Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
•    Developing and maintaining positive working relationships with clients and facility managers.
•    Administer users, including the creation, deletion and modification of user access and user groups.
•    Reporting issues to Senior Facility Manager regarding workload status, potential legal issues and potential opportunities. 
•    Provide quarterly PM actuals and accruals to Finance for reconciliation
•    Frequently create CSO’s to ensure all costs are assigned accordingly - 1033 & 1032 
•    Track PM (Snow/Land) invoices to ensure accuracy throughout seasons
•    Weekly check in SAP for aging invoices and payments – 1033 & 1032 
•    FM Support for the following areas:
o    Vendor payment information  
o    Vendor business changes in SAP 
o    Vendor PM program updates
o    New vendor service agreements
o    H&S documents
•    Initiate maintain and audit Vendor contracts based on job and/or project description to ensure pricing and contract adherence for WSIB and Union Gas clients.
•    Track seasonal contracts to ensure compliance
•    Create and maintain master tracking sheet for all UGFM vendors
•    Monitor Sub-Contractor H&S profiles to ensure all documents current
•    Ensure all vendors WSIB documents are current  
•    Ensure all existing vendor contracts are compliant 
•    Sustained Master tracking sheet for FM department. Contains: Vendor contract #, duration of contract, type of service, H&S document info etc.
•    Frequently communicated with vendors to ensure invoices are submitted promptly   


Required Knowledge and Experience 
•    1-2 years of relevant HelpDesk or call center experience. 
•    Basic understanding of facilities/property management industry and knowledge of facility operations and maintenance.
•    Strong customer service orientation and demonstrated customer service skills.
•    Ability to work in a fast-paced, multi-client environment with ability to apply various client-specific business processes to individual service request situations.
•    Work with a sense of urgency by demonstrating the ability to shift priorities to accomplish objectives. 
•    Effectively manage time to keep commitments to both internal and external clients. 
•    Communication – excellent ability to clearly and effectively communicate information and clarify requirements both orally and in writing. 
•    Proficient with Microsoft Office products (MS work, MS Excel, MS Outlook).
•    Must be highly organized and able to multi-task.
•    Must be able to probe and gather detailed information from callers, assess issues accurately and assign level of priority.
•    Experience with computerized facility management software an asset.



Aecon has every intention of fostering diversity within and across our organization. We welcome those who would contribute to the further diversification of our staff including, but not limited to, women, visible minorities, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity.


If you require accommodation during any step of the application process please click here.