Association canadienne-française de l’Ontario, Conseil régional des Mille-Îles
West Unified Communication Services Canada
January 4, 2019
Duration / Durée
Salary / Salaire
Hours / Heures
Start Date / Date de rentrée
How to Apply / Comment appliquer
On the company website / Sur le site web de l'entreprise
Advertised until / Annoncé jusqu'au
January 25th, 2019
Company Phone / Téléphone de la compagnie
Company Address / Adresse de la compagnie
40 Hyperion Ct
City / Ville
Company Location (Other) / Emplacement de la compagnie (Autre)


West Unified Communications is looking to add an Event Reservations Agent (FT) to its Kingston Team.

Position emphasis will be:
Call Functions -
Respond to all client inquiries within West’s ACD and email queuing systems that may include:

  • Booking of automated, operator assisted and event conferences, while ensuring departmental and client specific requirements are adhered to
  • Implementation and termination of new accounts and owners
  • Generalized low-level web-support
  • Basic reservations and customer service inquiries, as well as low-level client training
  • Bridge monitoring duties, IICP/AVAYA inclusive, including fraud checks and long conference checks
  • Post call services work, including recording processing, participant report delivery, and transcription bookings
  • Event calls setup and lead, including OA, Direct Event and Direct Entry calls
  • Monitoring of critical OOH systems, and escalating Monitoring of critical OOH systems, and escalating appropriately
Customer Service -
  • Strive to enhance the department’s relationship with internal contacts and external clients ensuring the highest quality, responsive service possible is provided
  • Proactively communicate constructive feedback to management regarding any obstacles to achieving established goals and objectives
  • Escalate to supervisor any situation outside the employee’s control that could adversely impact the services provided
  • Provide feedback concerning recurring problems and recommend improvements aimed at reducing future occurrences
Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job:
  • Knowledge of conference call features
  • Knowledge of required internal databases

PLEASE NOTE: Shifts may vary as this department is open 24 hours

Skills & Experience / Compétences & expérience

Skills and Abilities -
Effectively represent West’s values and goals
Good verbal communication skills
Customer service skills
Problem resolution skills
Attention to detail
Understand and carry out oral and written instructions
Ability to interact with clients at all levels
Ability to develop and maintain strong relationships and teamwork with co-workers

High school diploma or GED required
Additional education may be required based on individual projects and/or location
Successfully complete the Initial Training Program
Minimum six months progressive experience of customer service experience required
Demonstrated fluency in English required. Fluency in French is a plus
Ability to work flexible schedules as shifts may vary based on business need

Other Comments / Autres commentaires

Please apply at: - careers - Job # 122506