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Customer Service Representative At EllisDon Facilities Services (RIH) Inc.

Location: Kamloops, British Columbia

Job Description

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Thinking about a change?

We recognize that the construction industry is changing at a rapid pace and we continually strive to be at the forefront. Our core values empower people to deliver great careers and develop creative solutions for complex problems on some of the most intricate projects. It doesn’t matter what your expertise and craft is – there are no boundaries. We are a group of leading professionals with a variety of expertise: engineers, investment bankers, superintendents, estimators, software engineers, accountants, lawyers, marketing and communications consultants, sustainability professionals, and project managers. As you can see, we are a diverse bunch.

In case you’re curious, here’s what the industry thinks of us and some cool things we have done.

You as a Customer Service Representative:

  • Respond to requests via telephone, email, and walk-in, for service from Royal Inland Hospital staff, visitors, and possibly patients primarily during off business hours and weekends
  • Use effective listening and probing techniques to accurately capture and log each request and prioritize tasks based on urgency and impact using the outlined guidelines
  • Manage/dispatch the work order for service requested to the appropriate personnel in a timely manner using a Computer Maintenance Management System[CMMS]
  • Escalate any service delivery issues to the appropriate party – Customer Service Coordinator, Job Planners, Supervisor and/or Plant & Operations Management
  • Follow up to determine status of tasks and ensures completed and partially completed tasks are entered into the [CMMS] to maintain the current status of tasks outstanding
  • Adhere and maintain departmental standards for call handling, productivity and quality of service to meet Service Level Agreements (SLAs) using the services procedures
  • Handle clerical responsibilities which may include administrative duties (filing, creating/updating spreadsheets, data tracking, policy and procedure updates) and special projects as assigned.

Is this the right role for you?


  • Demonstrate language proficiency (both verbal and written) in English. Including proper grammar, spelling and punctuation
  • Demonstrate ability to learn new processes, tools and other relevant information quickly, with proven ability to apply learning to the job
  • Strong customer-service skills
  • Ability to work in a fast-pace, multi-client environment with the ability to apply various client
  • Ability to work during off business hours and weekends