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Service Advisor
9 hours ago
Company Biography
Tbaytel is a leading regional provider of telecommunications products and services. We are a dynamic, growth-oriented company committed to investing in the people and organizations that help build strong and healthy communities throughout the entire region we serve. Tbaytel offers comprehensive benefits, performance and recognition programs, educational training, work-life balance and career growth opportunities.
Position Summary
Under the general supervision of the Manager – Customer Contact Centre, the Service Advisor assists in the marketing, administration and systems aspects of the business. Service Advisors are customer focused individuals who can provide exceptional service to our customers; achieved by building and maintaining customer relationships with a high level of engagement through listening, analyzing and offering solutions based on customer needs. Opportunity exists for Service Advisors to work remotely.
Starting Salary: $22.71 / hour
Major Responsibilities
- Provide an exceptional customer experience by creating an engaging interaction with our customers through multiple access channels including inbound/outbound calls, email management, live chat and ecommerce
- Responsible to assess and understand customer needs with a focus on selling and/or creating sales opportunities
- Initiate outbound calls for sales and growth opportunities, customer retention and relationship management
- Effectively handle and resolve conflicts and/or disputes while building customer relationships
- Responsible for managing customer products and/or services inquiries including account status updates, pricing, promotional offering and bundle opportunities
- Must be able to work effectively and efficiently in a fast-paced customer centric environment with measurable targets that focus on overall customer experience and sales generation
- Process service order requests through various databases with a high level of accuracy and proficiency
- Liaise with other Tbaytel personnel and/or business partners to assist with customer support
- Maintains an up-to-date knowledge of and complies with all legislation and Tbaytel policies relevant to the position and the duties performed.
- Perform other related duties as may be assigned
Minimum Qualifications
- Completed secondary school diploma, or currently enrolled in post-secondary diploma program, along with 2 years of customer service and/or sales experience.
- Professional listening and oral/written communication skills with the ability to deal effectively with customers
- Strong analytical, problem-solving, and decision-making skills
- Proficiency in the use of various computer software programs, such as email, MS Office (Excel, Word, PowerPoint) and Google Workspace (Docs, Sheets, Slides)
Preferred Qualifications
- Completed post-secondary business degree or diploma from a recognized college or university
- Two years of experience in a telecommunication call centre or sales environment
Conditions of Employment
- Must successfully undergo a satisfactory Criminal Records Check
- Must be available to work a flexible schedule including days, evenings, and weekends to meet customer demands
- Must successfully complete training courses and assessments within the subscribed timelines
Closing Statement
Tbaytel strives to provide a safe environment for its customers, employees and assets. To support this goal, Tbaytel requires that all individuals acting in their capacity as employees, students, and contractors for Tbaytel undergo a Criminal Records Check (CRC).
Tbaytel will review the CRC to determine if the offence(s) are relative to the bona fide job requirements.
Criminal Records Checks will be conducted in a discreet and confidential manner, in the interest of Tbaytel and for public safety of the community served by Tbaytel.
What is a Criminal Records Check?
A Criminal Records Check is a CRC which searches the National repository for criminal records in Canada via the Canadian Police Information Centre (CPIC). It also identifies pending criminal code charges and outstanding warrants.
For more information on obtaining a record suspension please visit the Parole Board of Canada
Employment Equity
Tbaytel is an equal opportunity employer, who encourages applications from Aboriginal peoples, persons with disabilities, members of visible minority groups and women. Reasonable accommodations are available upon request for all parts of the recruitment process. Applicants need to make their needs known by contacting Tbaytel Human Resources in advance.
