Real Estate Broker specializing in Industrial Properties in the East-End of Montreal

Responsible for answering all maintenance and repair service requests for 238 ALDO, GLOBO and Call it Spring locations across Canada and The United States. Most service requests pertain to heating/cooling systems, electricity, lighting, maintenance, fire prevention systems, architectural repairs, plumbing, locks, windows, furniture, audio systems, etc.- Determine the type of work that needs to be undertaken (construction trade, budget, store history, etc.).- Ensure stores follow all health and safety standards.- Prepare work orders; communicate with contractors and stores to coordinate construction work on site.- Follow up on all construction works and ensure everyone involved is up-to-date. - Ensure all construction projects are completed to the satisfaction of the clients. - Co-ordinate store closures and recover and/or redistribute visual merchandising equipment. - Update and maintain our preventive maintenance schedule for fire protection, HVAC, window and floor cleaning.- Validate invoices and follow up on all repair costs.

- In Collaboration with the scheduler responsible for the Abandon Rate KPIs for phone and chat contacts as well as the Average speed of answer of all contacts. Also responsible for the “speed of answer” for all back-office queues, assigning tasks to Agents and communicating productivity needs with their managers and department leaders.- Provide real-time monitoring via available tools (Cisco, Calabrio) and ensure agents are at the right place at the right time. In collaboration with the team manager, reinforce schedule adherence and conformity. Execute the daily plan and monitor the different contact queues to achieve the department's KPIs and budget requirements. Escalate contact spikes to the Scheduler and document daily/intraday schedule and KPI deviations.- Execute procedures for all scheduling change requests (time off, vacation, meetings, trainings, promotions, etc) from all internal department members and possibly external department sources as well, and ensure that the changes are reflected in the draft, published, in-flight and post-production schedules.- Assisting to Team Manager to respond to the Contact Center internal phone line, and analyze, summarize and alert/communicate all unanticipated changes to headcount or contact volumes, ensuring alignment with the Scheduler and department leaders.

-Delighting customers by offering them the highest level of customer service while placing their orders and offering additional products and/or alternatives.-Providing customers with information regarding our products, promotions and other information related to our company, websites, and stores.-Resolve concerns and/or issues to ensure our customers have the best consumer experience.