Req Id: 71919
Bell is a truly Canadian company with a 134-year track record 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.
An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.
Classification Definition:
Employees who analyze and/or prepare orders and/or reports relating to facilities, equipment, traffic, engineering, translation, circuit orders, outside and inside plant facilities or switches which relate to the network resources. May be engaged in the entry and analysis of data and prepare and write specifications.
Overall Responsibilities
- Handle inbound calls in a fast paced, performance measured contact centre, from both company technicians and service representatives, across 4 Provinces
- Assist callers in troubleshooting the installation and or repair of various telecommunications products such as phone, DSL and TV services
- Perform required tasks as detailed below while online with the caller
Key Responsibilities
- Troubleshoot with technicians to resolve issues with service activation and or repair
- Using a variety of systems, determine correct outside plant facilities and equipment needed to provide service requested
- Activate services by programming in the appropriate switch
- Maintain outside plant facilities and equipment records in a computerized system
- Ability to multi task, maintain and update various computer systems as required
- Interface with other company departments as needed for call resolution
- Work shifts, both evenings and weekends as per posted schedules
Ability Requirements of the Position
- Education: Currently enrolled in either an electrical/electronic engineering or computer technology program at a recognized technical training institute or a University Degree in arts, business, science or technology from a recognized institution
- Physical: Sitting for long periods of time, wearing a headset, working with a computer and using a 10-button telephone set, simultaneously
Skills/Knowledge
- Communications skills - verbal and written
- Computer skills - Email: Outlook and MSN, Intranet/Internet, Microsoft Excel, Microsoft Word
- Keyboarding skills
- Multi-task skills (i.e. think/listen/type and think/talk/type)
Other:
- Keyboarding assessment may be required
- Shift work – 7 days a week
BCE: WKP#feature
Additional Information:
Position Type: Union
Job Location: Canada : Nova Scotia : Kentville
Application Deadline: 03/31/2015
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, NS, Kentville