Business Customer Care Associate

2 weeks ago

Edmonton, Canada Distributel Full time

Since 1988, Distributel connects Canadians to the people, passion, and priorities that matter. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience for our customers in every way.

Join an award-winning organization in its mission to provide a true alternative to Canadian consumers

**LOCATIONS**:

- Edmonton, Alberta

**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.

**KEY RESPONSIBILITIES**:

- 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.
- Support day-to-day matters such as: account modifications, billing inquiries and adjustments, hardware returns etc.
- Provide Billing inquiry support using internal billing platforms.
- Interact with internal support teams to ensure all clients are served with the highest possible standards.
- Complete all post call processing, documenting, and updating tools in an accurate, timely and thorough manner following documented processes and workflows.
- Provide accurate, detailed information regarding products, billing procedures, and payment options in a timely and efficient manner.
- Monitor all team ticket bins and respond within documented SLOs.
- Resolve all service inquiries/requests and customer complaints within documented SLOs.
- Identify and refer sales leads/opportunities to the Sales division.
- Work with Team Manager to ensure client satisfaction i.e., notifying of billing discrepancies, and possible service issues.
- Actively seek out improvement within the team, and between teams, and areas of personal growth.
- Effectively communicate issues and concerns to Team Manager.
- Support Distributel/ICG in achieving its business objectives.
- Consistently provide a high level of customer satisfaction - CSAT.
- Manage/work on special projects as assigned.

**WORKING CONDITIONS**:

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

**TOOLS & TECHNOLOGY USED**:

- Strong computer skills and technical literacy - Windows, MS Office, Word, Excel, Outlook.
- Knowledge of digital and analog phone services is an asset.

**CREDENTIALS**:

- College/University School diploma or equivalent.
- 1-3 years Customer Service experience, preferably in telecommunications.

**LANGUAGE REQUIREMENTS**:

- 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**:

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

**VOICI CE QUI EST PRÉVU POUR VOUS/**HERE’S WHAT’S IN IT FOR YOU (ENGLISH VERSION FOLLOWS)**

Expérimentez une multitude d'opportunités que seule une entreprise en pleine croissance peut offrir en rejoignant une équipe dynamique qui travaille avec vigilance pour remodeler le paysage des télécommunications.

Le cœur et l'âme de notre programme de rémunération sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.

Un programme de prestations médicales et dentaires d'entreprise de premier plan, ainsi que de nombreux autres avantages qui font de Distributel un excellent endroit où travailler. Des cotisations au REER. Nous favorisons l'équilibre entre vie professionnelle et vie personnelle avec des congés payés généreux. Nous offrons un excellent environnement de travail avec des événements sociaux organisés. Vous aurez des opportunités de croissance et de développement. Nous avons de superbes emplacements en centre-ville et des personnes incroyables. Distributel connecte les Canadiens aux personnes, aux passions et aux

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