Bilingual Overnight Customer Experience Representative

Call Center/ Dispatch Services / Centre D’appel Ottawa, Ontario


Position at Ainsworth

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth, a subsidiary of GDI, team today!

Position Summary:

We are looking for a Bilingual Overnight Customer Experience Representatives (CER’s) who will provide excellent customer service to our clients through multiple channels (Phone, Email and Chat). A day in the life of a CER would be to receive client service requests/alarms through the above channels.  You will also be responsible for entering work order information into our clients third party systems as well as updates on the progress of the work orders.  All client requests must be administered within the prescribed specific process from that client, while also meeting the expected level of service based on our Service Level Agreement. The CER will also be responsible for handling calls regarding critical alarms and to trouble shoot the alarm and dispatch a technician/supplier if needed.  The successful candidate will be able to accept ownership for effectively handling client inquiries and issues; while ensuring customer satisfaction is at the core of every decision.  Our CER’s will also perform administrative tasks that maybe assigned from time to time.




  • Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
  • Create and complete work order requests on all incoming calls and email requests.
  • Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
  • Develop and maintain an understanding and working knowledge of all aspects of the RBAS centre with an emphasis on building automation systems
  • Act on incoming building automation alarms.
  • Provide direction and information to clients and from time to time service providers as required to ensure excellent coordination and execution of work with minimal disruption
  • The CER is to monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, they will raise the issue with the appropriate department.
  • Statistical analysis and reporting.
  • Build and develop solid relationships with customers, dispatchers and technical staff, in a coordinated effort to retain existing customer base and increase new sales when applicable.
  • Ability to manage constantly changing priorities and adapt to business needs and requirements.
  • Adhere to all company policies and procedures
  • Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
  • Adhere to the Company’s Quality System operating procedures.
  • Perform other duties as assigned by Management.



  • 2-4 years of previous experience in a customer support role through a contact centre
  • College/university graduate or equivalent work experience
  • Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
  • Ability to communicate clearly and set expectations with internal and external clients
  • Good interpersonal and communication skills
  • Superior customer service skills and orientation with the willingness to actively look to help our clients
  • Collaborative style needed
  • Ability to maintain professionalism always under stressful situations
  • Strong organizational skills with the ability to identify problems and proactively act if needed
  • Ability to plan and manage work under time constraints, without direct supervision
  • Ability to maintain composure under stressful situations.
  • Experience working in HVAC/Building Automation industry or a related field is an asset.
  • Must be available to attend and successfully complete a four (4) week full-time paid training program.




Available to work between 9:00 PM to 7:30 AM anywhere from Monday to Sunday shift.


While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

Ainsworth, a subsidiary of GDI, is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

Ainsworth, a subsidiary of GDI, is an integrated multi-trade company, offering an end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.