Association canadienne-française de l’Ontario, Conseil régional des Mille-Îles
West Unified Communication Services Canada
May 6, 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
Please Specify / Veuillez spécifier (e.g.
Advertised until / Annoncé jusqu'au
May 27, 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

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

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

Skills & Experience / Compétences & expérience

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

Job # 125259