Job Description

Important note: We do not offer a Monday to Friday schedules only, nor do we offer an evening schedule starting at 5 or 6 pm only. Weekends can be rotated or worked 1 of the 2 days all the time. WHAT WE DO i24 Call Management Solutions answers the phones for our clients when they can't. We manage phone calls for businesses of all sizes across Canada. 24/7/365, including holidays. Oh, and we're good. Not that we like to brag, but we received our 27th consecutive Award of Excellence from our national call management organization (CAM-X). Phone-phobic? You won't have to make any phone calls, only answer them. We are an inbound call answering service only . We do not make outbound solicitation or sales calls. YOU ARE IMPORTANT! Positive people produce positive work cultures. Internal (you) and external (our customers) customers are equal stakeholders in our success. We are recognized internationally by the call management industry for the quality of our employee engagement and recognition programs. WE ARE COMMITTED TO SUPPORTING OUR COMMUNITY. We are a company that is committed to our community. Some of the organizations we support include the Art for Healing Foundation (bringing the healing power of art to hospitals and wellness centers), Dan la Rue (homeless youth), the Montreal SPCA (improving the lives of animals), the Fauna Foundation (a local chimpanzee shelter that provides exemplary care to chimpanzees in need) and the Nature Conservancy of Canada (the nation's largest land conservation organization). We are proud to have developed, for over fifty years, a positive corporate culture that rewards and respects all stakeholders - employees and customers. What you need to know to become an i24 Call Management Agent i24 is strictly inbound call management company. That means you won’t be asked to do any outbound calls, sales solicitations or upselling for existing clients. As a Call Management Agent (CMA), you will be servicing inbound client calls only. As a bilingual service, our agents offer service in French and English. Examples of the types of calls we manage are assisting a caller in getting service for their home, reaching their building manager, making a doctor’s appointment, getting technical support and more – all on the same day. If you don’t like boredom, you’ll love working at i24. Of course, we don’t expect you to come by these skills naturally, as long as you provide the smile and the curiosity, we provide one of the best professional call management training in the country. Our call center is open 24 hours a day, 7 days a week, 365 days a year. Therefore, we have a need for agents who are available for multiple shifts. We will do our best to accommodate your preferences, but your availability must still be flexible. Our shifts start at varying times, depending on our needs at the time. We do NOT have a day shift and an evening shift on the same hours at all times. For example: we cannot accommodate Monday to Friday availability between 8:30am and 4:30pm only. Our day shifts can start as early as 6am, but also at 6:30am, 7am, 7:30am, 8am, 10am, 11am, etc. Our evening shifts can end at 8pm, 9:30pm, 10pm, 11pm, midnight or 2am. We do not offer a Monday to Friday schedule only, but weekends can be rotated or done 1 day out of 2 in continuity. This is the "What's in it for me? ". - Compensation. "How much do I get paid to be an i24 Agent?" The starting base salaries are Bilingual (CMA English and French) - 17.94 per hour + Bilingual bonus of $2.50 per hour Graduation program I24's call management agents are highly valued in the industry. Personality and training are the key factors. We call our agents "WOW Specialists" because that's what they do. They wow our customers and colleagues with their level of service, creativity and generosity. Once you have worked 1000 hours and completed our Call Management Agent training, you become one of our i24 graduate. Other benefits: Paid vacation Group insurance - including life insurance and long-term disability Prescription Drug Package Dental Plan Paid sick days Bereavement leave with pay A comprehensive Employee Assistance Program (EAP) It takes positive people to create a positive culture. If you've ever checked out our Facebook page, you'll have noticed all the fun events we post. We host social events like costume contests, gingerbread houses and online game nights. At i24, we take fun seriously (it's one of our core values). You work from home. All of our call management agents work from home. We have agents working across Canada - from Bona-Vista to Vancouver Island. For this to be possible, there are a number of technical requirements you will need to provide. A laptop or desktop PC (Apple Macs and Chromebooks are not currently compatible with our computer systems). A minimum of a 17+ inch screen to allow access to software options. A keyboard and an external mouse. A high speed internet connection via an Ethernet cable (50mbs and more) Active and up-to-date antivirus software A stable phone line of your choice (cellular, residential, VOIP (e.g. Skype)) A headset with external microphone compatible with your telephone line equipment AND your computer A webcam A workspace with a desk and chair. You will be working with clients whose confidentiality must be respected; therefore, your workstation should be located in an area with minimal disruption and traffic. Note: We will provide you with computer equipment within a few weeks of the end of your probationary period. Position to fill : Bilingual (Fr En) Inbound Call Center Agent / No Sales / Working from Home Job Types: Full-time, Permanent Salary: From $20.44 per hour Benefits: Casual dress Company events Dental care Disability insurance Employee assistance program Extended health care Life insurance Paid time off Vision care Wellness program Work from home Schedule: 8 hour shift Day shift Evening shift Holidays Morning shift Weekends as needed Supplemental pay types: Bonus pay Application question(s): Please tell us, in 2 sentences, why you would like to join our i24 team At i24, you'll need a dedicated home office space that is both fixed and private. For consistency and quality assurance purposes, it’s not possible to work from any other location. Please describe your workspace for us. How many hours per week would you like to work? (if you're a student, please specify the number of hours while you're in class, and while you're on summer vacation). What is your availability Monday through Friday? (Please specify the days you are available, the earliest time you can start and the latest time you can finish. Be as specific as possible) REMINDER: As indicated in our ad, we do not offer 8-16, 9-17 or shifts starting after 4 p.m. (exception: 00-8 for night shifts). Ideally, you must be available for at least 12 hours to have the flexibility to work multiple shifts depending on operational needs. What is your availability on Saturday and Sunday? Please note that if you are not available on weekends, this job is not for you as it is a prerequisite to be available at least every other weekend OR one of the two days every weekend. (Please specify the days you are available, the earliest time you can start and the latest time you can finish. Be as specific as possible) REMINDER: As indicated in our ad, we do not offer 8-16, 9-17 or shifts starting after 4 p.m. (exception: 00-8 for night shifts). Ideally, you must be available for at least 12 hours to have the flexibility to work multiple shifts depending on operational needs. Are you currently a student? If so, are you in school part-time, full-time, or with no fixed schedule? If you are not a student, simply write 'no'. Our initial training lasts 2 weeks, the first week of training is Monday to Friday and hours can vary between 8:00am and 7:00pm, depending on the trainer and needs. The second week's hours can vary between 7:00 and 19:00. Are you available during these training hours, Monday to Friday, for 2 weeks? You must be permanently located in Canada to work. If this is not your case, please do not apply unnecessarily. Do you have another job that you would like to continue simultaneously with your employment with i24? Le bilinguisme de haut niveau est un critère crucial afin de réussir au sein de notre équipe. Après tout, nous avons des clients partout a travers le Canada et nombreux ne parleront pas du tout français. Nous avons donc un besoin plus haut que si vous travailleriez seulement au Québec, puisqu'étant une province bilingue, nous avons tendance a être plus compréhensif et ce ne sera pas le cas de tous nos clients. Sur 10, 0 étant le plus faible et 10 parfaitement fluide tout comme votre langue maternelle, quel score vous donneriez a votre français écrit ? Sur 10, 0 étant le plus faible et 10 parfaitement fluide tout comme votre langue maternelle, quel score vous donneriez a votre français parlé ? Sur 10, 0 étant le plus faible et 10 parfaitement fluide tout comme votre langue maternelle, quel score vous donneriez a votre anglais écrit ? Sur 10, 0 étant le plus faible et 10 parfaitement fluide tout comme votre langue maternelle, quel score vous donneriez a votre anglais parlé ? Work Location: Remote