Career Opportunities: Associate, Residential Customer Service (Unifor Clerical - Télébec) (62771)
Req ID 62771 - Posted 12/04/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Call Center - Bell Corporate
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
This role is for Télébec internal Unifor Clerical and associated applicants only. External applicants will not be considered.
Key responsibilities (reporting to the Manager, Residential Customer Service):
- Provide ongoing operational support to the Residential Customer Service group with regard to Infocom, Outlook, network drives and other applications.
- Organize, train and support Customer Service Representatives when new administrative procedures and/or new products are introduced by Business and/or Marketing Analysts further to changes or improvements to work methods. Sort and filter information to be provided to representatives and ensure said information is properly understood.
- Provide full training to new Residential Customer Service Representatives. Check all representatives' orders regularly to ensure order accuracy and to provide training to correct any situations causing uncertainty.
- In collaboration with managers, track and record sales, sales campaigns and other incentives. Help develop sales campaigns and organize meetings.
- Support representatives by providing them with the proper tools. Perform side-by-side monitoring with Customer Service Representatives to evaluate and restructure the environment and work methods used, if necessary, and determine whether the clerical backlog should be delegated or kept.
- Forward any requests for required system improvements to the appropriate Business Analyst, the Product Manager, Marketing and/or the Logistics group for new procedures or procedural updates.
- Ensure clerical tasks are distributed fairly among representatives.
- Intervene in the case of a dissatisfied customer (complaint) if the representative was unable to resolve the problem or if the customer insists on speaking with a supervisor.
- Participate in certain meetings including those pertaining to the introduction of new products and/or new procedures.
- Perform all related tasks, as required.
Minimum requirements
Education:
- DCS in administration or equivalent work experience
Skills and expertise:
- At least two years' experience as a Residential Customer Service Representative
- Thorough knowledge of the Infocom application
- Knowledge of computer software such as Word, Excel and Outlook
- Fluent in French; functional knowledge of English
Incumbent profile
Competencies/behaviours:
- Decision-making skills and strong sense of urgency
- Excellent interpersonal skills
- Teaching skills
- Strong team player
- High level of professionalism
- Good learning ability
BCE:WKP #Feature
Additional Information:
Job Title: Associate, Residential Customer Service
Location: Val d'Or
Job Status: Permanent Full time
Salary Group: 9
Number of positions: 1
Posting Date: December 4, 2014
Posting Close: December 10, 2014
Candidate required: December 2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, Quebec, Val-d'Or
Req ID 62771 - Posted 12/04/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Call Center - Bell Corporate
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
This role is for Télébec internal Unifor Clerical and associated applicants only. External applicants will not be considered.
Key responsibilities (reporting to the Manager, Residential Customer Service):
- Provide ongoing operational support to the Residential Customer Service group with regard to Infocom, Outlook, network drives and other applications.
- Organize, train and support Customer Service Representatives when new administrative procedures and/or new products are introduced by Business and/or Marketing Analysts further to changes or improvements to work methods. Sort and filter information to be provided to representatives and ensure said information is properly understood.
- Provide full training to new Residential Customer Service Representatives. Check all representatives' orders regularly to ensure order accuracy and to provide training to correct any situations causing uncertainty.
- In collaboration with managers, track and record sales, sales campaigns and other incentives. Help develop sales campaigns and organize meetings.
- Support representatives by providing them with the proper tools. Perform side-by-side monitoring with Customer Service Representatives to evaluate and restructure the environment and work methods used, if necessary, and determine whether the clerical backlog should be delegated or kept.
- Forward any requests for required system improvements to the appropriate Business Analyst, the Product Manager, Marketing and/or the Logistics group for new procedures or procedural updates.
- Ensure clerical tasks are distributed fairly among representatives.
- Intervene in the case of a dissatisfied customer (complaint) if the representative was unable to resolve the problem or if the customer insists on speaking with a supervisor.
- Participate in certain meetings including those pertaining to the introduction of new products and/or new procedures.
- Perform all related tasks, as required.
Minimum requirements
Education:
- DCS in administration or equivalent work experience
Skills and expertise:
- At least two years' experience as a Residential Customer Service Representative
- Thorough knowledge of the Infocom application
- Knowledge of computer software such as Word, Excel and Outlook
- Fluent in French; functional knowledge of English
Incumbent profile
Competencies/behaviours:
- Decision-making skills and strong sense of urgency
- Excellent interpersonal skills
- Teaching skills
- Strong team player
- High level of professionalism
- Good learning ability
BCE:WKP #Feature
Additional Information:
Job Title: Associate, Residential Customer Service
Location: Val d'Or
Job Status: Permanent Full time
Salary Group: 9
Number of positions: 1
Posting Date: December 4, 2014
Posting Close: December 10, 2014
Candidate required: December 2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, Quebec, Val-d'Or