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Chartwell Corporate Office

Contact Centre Representative (Bilingual)

Job Type: Part-Time
Date Posted: September 11, 2013

The Contact Centre Representative is responsible for taking inbound live chat requests and making outbound calls to interested customers. Inquires will be related to sales and customer service concerning senior retirement residences and living options. 

The ideal candidate possesses:

  • Minimum 2 – 3 years in a call center, sales, or customer service role
  • Previous experience working in a senior residence, hospitality, or medical care environment is a definite asset
  • A post-secondary diploma or degree from a recognized institution in marketing, education, or a related field
  • The ability to communicate professionally in English and French in both their verbal and written exchanges is Required.
  • The ability to type 30 wpm
  • Empathetic and caring interpersonal customer service skills.
  • The ability to multi-task & stay organized as connections are made with customers through phone & live chat.
  • The aptitude to keep focused in a fast paced environment, with minimal supervision, and provide reports daily to head office and residences
  • Must be willing to work rotating shifts through the day (days, afternoons, & evenings) and all days of the week (Saturdays & Sundays included)

The successful candidate’s responsibilities will include, but are not limited to, the following:

  • Provide assistance to customers online through live chat and inbound telephone calls, to help them better understand their options with Chartwell
  • Serve to extract customer information; input it into a web based CRM system and forward to the appropriate homes
  • Recognize when scope of inquiry is beyond ‘expectations’ and escalate to appropriate group internally or externally
  • Identify and act upon all sales opportunities, refer clients to residences, and send customer information to local sales consultants
  • Works with Directors of Sales and Sales Consultants to ensure that customer leads/inquiries are being delivered with correct information
  • Successfully executes the Chartwell Value Match sales process.
  • Meet specific performance standards
  • Attends mandatory sales training
  • Ensures confidentiality of information relating to residents, families, colleagues, prospective residents, and Chartwell Retirement Residences etc…
  • Is aware of employee and supervisor’s responsibilities.
  • Follows all health and safety policies and procedures
  • Practices our corporate values of R. E. S. P. E. C. T. and mantra of Making People’s Lives Better.
  • Other duties as assigned.


Please quote reference number: A1MK-CCR-B

Please forward your cover letter and resume, in confidence, to:
Human Resources, Corporate Office

We thank all applicants for their interest in Chartwell Retirement Residences.
Please be advised that only those invited to an interview will be contacted. No phone calls, please.

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