Bilingual Operations Support & Customer Service Coordinator

Ready to suit up as a Operations Support & Customer Service Coordinator

if you're looking for a role with real responsibility and impact, this opportunity is for you. As an Operations Support & Customer Service Coordinator you will play a critical role in coordinating communications between security personnel, clients, and account managers to ensure smooth and efficient operations.

We're growing our team in Moncton! With a wide range of security contracts, we offer flexible opportunities designed to match your availability while supporting your professional growth and long-term career goals.

What's in it for you?

• • We offer competitive wages $23 & comprehensive health benefits.

  • This position follows a 2-on / 2-off rotation schedule and is a day and night shift position.

  • Opportunities to grow alongside GardaWorld.

  • Continuing education through GardaWorld Campus.

Responsibilities for Operations Support & Customer Service Coordinator

The Customer Service Coordinator is the first point of contact for clients requesting security services. This role combines customer service, operational coordination, and administrative support to ensure services are delivered efficiently and professionally.

• Answer incoming calls and emails from clients.Receive, assess, and document service requests.
• Schedule and dispatch Security Guards based on operational requirements, availability, qualifications, and client needs.
• Monitor active assignments and make real-time scheduling adjustments as operational needs change.
• Communicate with Security Guards before, during, and after assignments to ensure services are completed successfully.
• Proactively identify operational issues and implement appropriate solutions while minimizing service disruptions.
• Troubleshoot scheduling conflicts, staffing shortages, and unexpected incidents in a timely and professional manner.
• Escalate urgent operational issues or customer concerns to Supervisors, Coordinators, Operations, or the Account Manager when required.
• Maintain accurate documentation of all calls, incidents, schedule changes, and client communications.
• Perform a variety of administrative duties, including updating databases, maintaining records, preparing reports, and processing operational documentation.
• Collaborate with internal departments to ensure accurate information sharing and efficient workflow.
• Ensure confidentiality and accuracy when handling sensitive client and employee information.
• Support continuous improvement by identifying opportunities to enhance processes and customer service.
• Perform other duties assigned by the Coordinator, Operations team, or Account Manager as required.

Qualifications for Operations Support & Customer Service Coordinator

• • Canadian citizen or permanent resident.
  • Canadian high school diploma or equivalent.
  • Clear criminal record and a valid Security Guard Licence.
  • Minimum typing speed of 40 words per minute.
  • Fluent in both French and English (spoken); advanced written English skills required (French writing not required).
  • Strong customer service, communication, and problem-solving skills.
  • Ability to multitask and remain organized in a fast-paced environment.
  • Proficient with Microsoft 365 applications.
  • Comfortable answering high volumes of calls and communicating effectively with clients and employees.
  • "Willingness to work rotating shifts, including nights, weekends, and statutory holidays.
  • Previous experience in dispatching, customer service, scheduling, administration, or a call centre environment is considered an asset.

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