Career Opportunities: Quality Support Representative (12 month Contract) (55638)
Req ID 55638 - Posted 08/15/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Sales - Bell Corporate
Bell is a truly Canadian company with over 130 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.
The Bell Residential Services team is in the business of enabling customers to connect with people, information and entertainment by delivering integrated products and service experience for consumers while enhancing our competitiveness in the marketplace.
The team provides customers with Bell Home phone, local and long distance services, Bell Internet, Bell Satellite TV and amazing new technologies such as Bell Fibe TV.
Job Title: Quality Assurance Representative
Name and description of the hiring department:
The Field Development and Operations team, within Bell Residential Services Sales and Distribution, supports the Field Sales channel by establishing and executing programs that enable Bell to maximize potential revenues from the sale and promotion of Bell TV, Internet and Home Phone services to customers within MDU (multi unit dwelling) and SFU (single family unit) developments.
We are actively seeking a highly motivated and customer service oriented individual to assume the role of Quality Assurance Representative. The objective is to drive multi-product penetration and revenue growth of Bell residential services by;
* Monitoring and evaluating quality standards within the field sales channel
* Identifying insights for cancelled orders
* Recommending and implementing long-term solutions to improve overall channel performance
The ideal candidate is a mature person who likes problem solving and has a passion for customer service.
Job Responsibilities:
* Contact customers of cancelled orders to proactively seek out opportunities to improve customer service and attempt to recover the sale.
* Conduct detailed and extensive research and analysis on internal and vendor results using a variety of methods such as data mining, call listening and process adherence monitoring.
* Regularly audit internal and vendor processes to ensure adherence to channel expectations.
* Identify and communicate trends signifying the presence of a process opportunity that will positively impact performance and improve the customer experience.
* Providing feedback and coaching to the training team maintaining a strong, committed focus to service delivery.
* Provide support to external partners regarding Bell systems.
* Reporting
* Ad hoc requests where required.
Qualifications/Competencies:
* Minimum 1 years experience in a Customer Service role
* Knowledge of Microsoft Excel
* Experience in an outbound call center atmosphere is considered an asset.
* Strong decision making, problem solving and negotiation skills.
* Proven ability to put analysis into a business context and clearly articulate implication and recommendations.
* Above-average negotiation, interpersonal, and communications skills to facilitate implementation of solutions with partners
* Self-starter who can deliver solid results in a demanding and rapidly changing environment with minimal supervision
* Intermediate to advanced use of Excel, MS Access and PowerPoint
* Bilingualism (English/French) is an asset
* Ability to work evenings and weekends
Additional Information:
Position Type: Contractor
Position Level: Contractor
Job Location: Canada : Ontario : Toronto
Application Deadline: 08/29/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Ontario, Toronto
Req ID 55638 - Posted 08/15/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Sales - Bell Corporate
Bell is a truly Canadian company with over 130 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.
The Bell Residential Services team is in the business of enabling customers to connect with people, information and entertainment by delivering integrated products and service experience for consumers while enhancing our competitiveness in the marketplace.
The team provides customers with Bell Home phone, local and long distance services, Bell Internet, Bell Satellite TV and amazing new technologies such as Bell Fibe TV.
Job Title: Quality Assurance Representative
Name and description of the hiring department:
The Field Development and Operations team, within Bell Residential Services Sales and Distribution, supports the Field Sales channel by establishing and executing programs that enable Bell to maximize potential revenues from the sale and promotion of Bell TV, Internet and Home Phone services to customers within MDU (multi unit dwelling) and SFU (single family unit) developments.
We are actively seeking a highly motivated and customer service oriented individual to assume the role of Quality Assurance Representative. The objective is to drive multi-product penetration and revenue growth of Bell residential services by;
* Monitoring and evaluating quality standards within the field sales channel
* Identifying insights for cancelled orders
* Recommending and implementing long-term solutions to improve overall channel performance
The ideal candidate is a mature person who likes problem solving and has a passion for customer service.
Job Responsibilities:
* Contact customers of cancelled orders to proactively seek out opportunities to improve customer service and attempt to recover the sale.
* Conduct detailed and extensive research and analysis on internal and vendor results using a variety of methods such as data mining, call listening and process adherence monitoring.
* Regularly audit internal and vendor processes to ensure adherence to channel expectations.
* Identify and communicate trends signifying the presence of a process opportunity that will positively impact performance and improve the customer experience.
* Providing feedback and coaching to the training team maintaining a strong, committed focus to service delivery.
* Provide support to external partners regarding Bell systems.
* Reporting
* Ad hoc requests where required.
Qualifications/Competencies:
* Minimum 1 years experience in a Customer Service role
* Knowledge of Microsoft Excel
* Experience in an outbound call center atmosphere is considered an asset.
* Strong decision making, problem solving and negotiation skills.
* Proven ability to put analysis into a business context and clearly articulate implication and recommendations.
* Above-average negotiation, interpersonal, and communications skills to facilitate implementation of solutions with partners
* Self-starter who can deliver solid results in a demanding and rapidly changing environment with minimal supervision
* Intermediate to advanced use of Excel, MS Access and PowerPoint
* Bilingualism (English/French) is an asset
* Ability to work evenings and weekends
Additional Information:
Position Type: Contractor
Position Level: Contractor
Job Location: Canada : Ontario : Toronto
Application Deadline: 08/29/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Ontario, Toronto