Wireless Client Care Help Desk
2 weeks ago
Req Id: 409209
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.
If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.
The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology
**Number of opening**: 1
**Contribution Path/Salary Scale**: Grade 7
**Job locations**: Agents are to live/work within 2 hours of closest office location to them
- 200 Boul. Bouchard, Dorval, Qc.
- 1, Alexander-Graham-Bell, Verdun, Qc.
- 5099 Creekbank Rd. Mississauga, On.
- 2980 Virtual Way, Vancouver BC.
**Summary**
**Key Responsibilities**:
- Coaching WCC representatives on policies and procedures.
- Participate in the creation of National & Regional Communication documents.
- Proficiency in OneSource / BPI including providing updates when needed
- Troubleshooting and handling escalated billing issues for corporate accounts
- Ongoing development of corporate processes
- Liaison with specialist when required for complex issues; e.g Amdocs, NM1 billing Specialist, Corporate Self Serve / eReporting, Pricing and DEV Team
- Identification of process gaps and opportunities based agent feedback or escalations
**Essential Requirements and Competencies**:
- Bilingualism is required, French and English, fluent in both languages
- Professional relationships with French and English speaking customers across Canada
- Excellent time management skills
- Skills in order to manage multiple projects with varying timelines
- Ability to manage communication with shifting set of stakeholders
- Demonstrated persistence, integrity & attention to detail
- Problem solve under pressure including developing temporary creative solutions
- Effective Communication and Interpersonal skills
- Demonstrated skills in decision making, problem solving, and ability to work well under pressure.
- A minimum of one year with Bell Mobility
- Minimum “Meet Expectations” on most recent Objective Performance
- Strong leadership attributes, effectively able to communicate and represent the WCC in a professional and effective manner
- Must be analytically inclined
- Always positive when called upon for escalations resolution; from colleagues, WCC reps, managers, or external customers
- Available to work between 8:00am - 8pm EST, Monday to Friday
**Preferred Requirements**
- Knowledge in corporate client billing infrastructure, eReporting & CSS
- Working knowledge of the wireless billing system NM1/CSM, Sales Force, Singleview
- Working knowlege of SmartPath, Salesforce, NCMS2, CCC Portal
- Good knowledge of corporate policies and procedures
EmployeeReferralProgram
Adequate knowledge of French is required for positions in Quebec.
**Additional Information**:
**Position Type**: Non Management
**Job Status**: Regular - Full Time
**Job Location**: Canada : Quebec : Dorval || Canada : British Columbia : Vancouver || Canada : Ontario : Mississauga || Canada : Quebec : Verdun
**Flexible work profile**: Remote
**Application Deadline**: 05/28/2023
Created: Canada, QC, Montreal
**Bell, one of **Canada's Top 100 Employers.
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