Business Customer Service Representative

3 weeks ago

Ottawa, Ontario, Canada Distributel Communications Limited Full time
About the Opportunity

We are seeking a highly skilled and customer-focused Business Customer Service Representative to join our team at Distributel Communications Limited. As a key member of our Enterprise Support team, you will be responsible for providing exceptional support to our business customers, ensuring their needs are met and exceeded.

Key Responsibilities
  1. Customer Advocacy: Serve as the customer's advocate, managing and coordinating with various teams to ensure each issue and/or inquiry is resolved quickly and efficiently.
  2. Account Management: Support day-to-day matters such as account modifications, billing inquiries and adjustments, hardware returns, and other customer-related issues.
  3. Billing Support: Provide billing inquiry support using internal billing platforms and ensure accurate and timely resolution of customer billing-related issues.
  4. Internal Collaboration: Interact with internal support teams to ensure all clients are served with the highest possible standards.
  5. Documentation and Reporting: Complete all post-call processing, documenting, and updating tools in an accurate, timely, and thorough manner following documented processes and workflows.
  6. Product Knowledge: Provide accurate, detailed information regarding products, billing procedures, and payment options in a timely and efficient manner.
  7. Ticket Management: Monitor all team ticket bins and respond within documented Service Level Objectives (SLOs).
  8. Service Resolution: Resolve all service inquiries/requests and customer complaints within documented SLOs.
  9. Sales Lead Identification: Identify and refer sales leads/opportunities to the Sales division.
  10. Client Satisfaction: Work with Team Manager to ensure client satisfaction, i.e., notifying of billing discrepancies and possible service issues.
  11. Team Improvement: Actively seek out improvement within the team, and between teams, and areas of personal growth.
  12. Issue Communication: Effectively communicate issues and concerns to Team Manager.
  13. Business Objectives: Support Distributel/ICG in achieving its business objectives.
  14. Customer Satisfaction: Consistently provide a high level of customer satisfaction - CSAT.
  15. Special Projects: Manage/work on special projects as assigned.
Working Conditions
  1. Fast-Paced Environment: Work in a fast-paced environment with strict deadlines and frequent multitasking.
  2. Work Hours: Coverage Hours of work: 8am to 7pm EST.
  3. Availability: Must be available on a planned and approved basis for after hours and weekends to complete work and/or support projects.
  4. Work-from-Home: This role is Work-From-Home. Could change dependent on company needs.
  5. Dependability: Must have a dependable and punctual work presence history.
Tools and Technology
  1. Computer Skills: Strong computer skills and technical literacy – Windows, MS Office, Word, Excel, Outlook.
  2. Software Knowledge: Knowledge of digital and analog phone services is an asset.
  3. Software and Web-Based Tools: Various software and web-based tools (for internal candidates: including but not limited to uControl, DAS, Banff, MCF, Bell and Cable Portal).
Credentials
  1. Customer Service Experience: 1-3 years Customer Service experience, preferably in telecommunications.
  2. Knowledge of Voice and Internet Applications: 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. Language Proficiency: 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 and Abilities
  1. Problem Solving: Demonstrated problem solving and decision-making skills.
  2. Procedures and Processes: Solid understanding of procedures and processes required to support customers in a call center environment.
  3. Team Player: Strong team player with the ability to develop and maintain relationships with internal and external customers.
  4. Interpersonal Skills: Excellent listening and analytical interpersonal skills.
  5. Dependability: Dependable, reliable, and responsible.
  6. Multitasking: Ability to multitask.
  7. Organizational Skills: Excellent organizational and time management skills.
  8. Calm and Levelheaded: Calm and levelheaded.

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