Company Description Systèmes Sous-sol Québec is a member of the Contractor Nation and Supportworks Inc. dealer networks in Quebec, connecting the company with leading waterproofing and foundation repair contractors across North America and the UK. The company specializes in solving basement and foundation issues, focusing on “All Things Basementy!” for residential properties. Services include basement waterproofing and finishing, humidity control, crawl space encapsulation, and foundation repair. Team members join an organization committed to high-quality work, technical expertise, and customer-focused solutions in the Quebec market.
Role Description The Call Center Specialist is a full-time, on-site role based in Montreal, QC. This position is responsible for handling inbound and outbound calls, responding to customer inquiries, and scheduling appointments for inspection and service visits. The Call Center Specialist will gather and document relevant information, provide clear explanations of services, and ensure that customers are directed to the appropriate internal teams. Daily tasks include updating customer records in company systems, following established call scripts and procedures, and meeting performance targets such as call quality, responsiveness, and service levels. The role requires consistent, courteous communication and collaboration with operations and sales teams to deliver a positive customer experience.
Qualifications
- Strong Customer Support and Customer Service skills, with a focus on empathy, problem-solving, and professionalism.
- Effective Communication skills, including clear verbal communication, active listening, and appropriate written correspondence.
- Experience or familiarity with Contact Centers, call handling systems, and working with call volume and performance metrics.
- Solid Computer Literacy, including using CRM or call management software, email, and basic office applications.
- Ability to manage multiple tasks, prioritize calls, and maintain attention to detail in a fast-paced environment.
- Comfort communicating with a diverse customer base; bilingual proficiency in English and French is an asset.
- Previous experience in customer-facing roles, preferably in service, construction, home improvement, or related industries.
- High school diploma or equivalent; post-secondary education in a related field is an advantage.
