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Account Consultant

3 weeks ago

Calgary, Canada Rogers Communications Full time

At Rogers, we put our customers first in everything we do We’re growing our Customer Experience teams and are looking for team members who are committed to showing our customers and Canadians that we support them through their journey. Our Customer Experience team is enthusiastic, empathetic, and moved to make a difference -we’re passionate about people and ready to provide the ultimate customer experience to our customers. At Rogers, we're committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity:
Rogers Business is currently looking for an expert to join the Large Business Support team. This position will report directly to a Manager of Business Customer Service. The **Account Consultant**is the point of contact for managing non-technical, post installation requests for Large Business customers. The product sets supported include Cable, Business Internet, Business Phone, Advantage products and Business Fibre Internet. They are accountable for providing personalized, professional, and proactive customer communication while completing day two change requests and cancellations.

**What you'll be doing**:

- Answer phone calls from Large Business Customers resolving non-technical requests.
- Liaise with our Large Business Customers and internal teams to ensure all information required to address their request is captured.
- Create and manage Salesforce Case records for customer requests. Route triaged customer requests appropriately for action (if required).
- Address all Large Business Customer MACD (Move, Add, Change, Disconnect) requests to completion.
- Coordinate with internal resources as required to successfully complete the customer’s request.
- Provide personalized, professional and proactive customer communication throughout the lifecycle of the case.
- Accurately maintain data integrity.
- Adhere to authentication guidelines for data security.
- Assist in the resolution of escalated situations.
- Continually develop knowledge and understanding of Rogers Business’ products and processes.

**What you will bring**:

- 2-3 years of experience supporting or delivering data and voice services for Rogers Business Customers.
- Minimum two years of Call Centre Experience
- Strong knowledge of telecommunication industry products and services for Rogers Business Customers.
- Demonstrated ability to work in a fast-paced environment.
- The ability to work effectively in a team environment and collaborate with other departments.
- Strong organizational skills, including the ability to plan, coordinate and monitor a significant number of functions simultaneously.
- Extremely professional with excellent interpersonal, relationship, and communications skills. Strong problem solving and decision-making skills
- Excellent team player with the ability to grow relationships with internal and external customers
- Actively participate in meetings, conduct and lead discussions and customer-facing presentations
- Knowledge of telecommunications industry best practices, project management principles and modern business technologies are an asset
- Strong written and verbal communication skills
- Identify process gaps and drive process improvements
- Subject matter expert for all Large Business product and service offerings (coax, satellite, hospitality and fibre)

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 3636 23 St NE (7804), Calgary, AB
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 319614

Posting Notes: Rogers Business