Bilingual 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 team today!

Position Summary:

Ainsworth is currently hiring multiple Bilingual Customer Service Representatives to join our Ottawa team. We are looking for candidates who will provide excellent customer service to our clients through multiple channels (Phone, Email and Chat). The ideal candidates will be responsible for handling calls regarding escalations, providing solutions and if needed, dispatch a technician or a supplier.  In addition, you 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.  
  • Manage Work Order requests, close outs from client platforms to ensure SLA requirements are met.
  • Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
  • 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/client.
  • Statistical analysis and reporting.
  • Build and develop solid relationships with customers and technical staff, in a coordinated effort to retain existing customer base and increase new sales when applicable.
  • 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.


  • Minimum of 2 years of previous experience in call center environment
  • College/university graduate or equivalent work experience
  • Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
  • Good interpersonal and communication skills with internal and external client
  • Ability to maintain professionalism always under stressful situations
  • Strong organizational and problem solving skills 
  • Ability to plan and manage work under time constraints, without direct supervision
  • Must be available to attend and successfully complete a two (2) week full-time paid training program.


This position must be willing to work a morning (Monday to Friday) or an afternoon shift (Monday to Friday).

Ainsworth 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 is an integrated multi-trade company, offering 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.