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Business Customer Care Associate

3 months ago

Ottawa Ontario HB, Montréal, Canada Distributel Communications Limited Full time

Our Distributel team is looking to hire a Business Customer Care Associate.

Distributel is part of Internet Companies Group (ICG), a division of Bell Canada serving both consumer and business needs across Canada.

LOCATION:
Ottawa, Ontario

ABOUT THE OPPORTUNITY:
Reporting to the Manager, Enterprise Support, the BCC Associate is responsible for providing support to Distributel Business Enterprise customers. The BCC Associate must assist business customers post-sale related to account modifications, billing inquiries, cancellations, retentions, and other general inquiries. Core to this position is the responsibility and ability to retain customers and their related services in addition to resolving issues/inquiries.

The Business Care Associate is responsible for answering incoming customer contacts either via a call queue or email and tracking work via a ticketing system. He/she will provide prompt, courteous, and knowledgeable support to all Business customers.

KEY RESPONSIBILITIES:

  1. Serve as the customer’s advocate managing and coordinating with various teams to ensure each issue and/or inquiry is resolved quickly whilst communicating with the client during this resolution.
  2. Support day-to-day matters such as account modifications, billing inquiries and adjustments, hardware returns, etc.
  3. Provide billing inquiry support using internal billing platforms.
  4. Interact with internal support teams to ensure all clients are served with the highest possible standards.
  5. Complete all post-call processing, documenting, and updating tools in an accurate, timely, and thorough manner following documented processes and workflows.
  6. Provide accurate, detailed information regarding products, billing procedures, and payment options in a timely and efficient manner.
  7. Monitor all team ticket bins and respond within documented SLOs.
  8. Resolve all service inquiries/requests and customer complaints within documented SLOs.
  9. Identify and refer sales leads/opportunities to the Sales division.
  10. Work with Team Manager to ensure client satisfaction, i.e., notifying of billing discrepancies and possible service issues.
  11. Actively seek out improvement within the team, and between teams, and areas of personal growth.
  12. Effectively communicate issues and concerns to Team Manager.
  13. Support Distributel/ICG in achieving its business objectives.
  14. Consistently provide a high level of customer satisfaction - CSAT.
  15. Manage/work on special projects as assigned.

WORKING CONDITIONS:

  1. Fast-paced environment
  2. Strict deadlines / Work under pressure
  3. Frequent work in multitasking mode
  4. Repetitive tasks
  5. Coverage Hours of work: 8am to 7pm EST.
  6. Must be available on a planned and approved basis for after hours and weekends to complete work and or support projects. (rarely)
  7. This role is Work-From-Home. Could change dependent on company needs.
  8. Must have a dependable and punctual work presence history.

TOOLS & TECHNOLOGY USED:

  1. Strong computer skills and technical literacy – Windows, MS Office, Word, Excel, Outlook.
  2. Knowledge of digital and analog phone services is an asset.
  3. Various software and web-based tools (for internal candidates: including but not limited to uControl, DAS, Banff, MCF, Bell and Cable Portal).

CREDENTIALS:

  1. 1-3 years Customer Service experience, preferably in telecommunications.
  2. Knowledge of multiple Voice and Internet applications – VOIP, HPBX, SIP, PRI, Local Phone Service, Long Distance Service, Toll Free Service, DSL/Fiber etc.

LANGUAGE REQUIREMENTS:

  1. Must be able to read, write and communicate verbally in English and French to support clients, work with vendors, use third party software to support customers across Canada.

SKILLS & ABILITIES:

  1. Demonstrated problem solving and decision-making skills.
  2. Solid understanding of procedures and processes required to support customers in a call center environment.
  3. Strong team player with the ability to develop and maintain relationships with internal and external customers.
  4. Excellent listening and analytical interpersonal skills.
  5. Dependable, reliable, and responsible.
  6. Ability to multitask.
  7. Excellent organizational and time management skills.
  8. Calm and levelheaded.
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