Req Id: 77935
Bell is a truly Canadian company with a 135 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.
This role will report to the Field Operations & Logistics Control Centre Manager and work from a Bell TV designated office location in Dorval. The successful candidate will drive service results by coordinating installation and repair appointments with Field Forces, as well as providing Tech support to maximize completion of installations. This position involves dealing with escalated customers regarding installations. The candidates are required to be fully flexible (shift work including weekends).
Responsibilities:
- Optimize installer work-load (Installation/repair work) strategies
- Follow up with customers for their installation request, validate order information, and modify requests
- Handle installation related high escalated cases and work with internal and external business partners to address customer issues
- Follow up on all escalated cases to ensure completion of installations
- Coordinate installation and repair workload with 3rd party vendors
- Provide additional information and support for installers on an in-bound queue
- Provide new installation dates for customers in real-time
- Organize and report personal work load daily
- Maintain or exceed high service levels of customer service and installer support
- Identify and report on installation non-conformance
- Identify and provide possible resolution of potential installation “road-blocks”
- Provide support to Field Operations & Logistics Control Centre Resource Associate and Manager
Preferred Qualifications/Related Experience:
- Proficient in Microsoft Office, Excel, PowerPoint, Access and Word
- Working knowledge of OM/OMC, CSG and the internet - Asset
- Sound knowledge of Bell TV products and services
- FWFM knowledge - Asset
Skills and Knowledge:
- Experienced in handling irate customers and customer escalations
- Excellent verbal and written communication skills
- Proven ability to multi-task
- Customer focused
- Ability to thrive in a fast-paced environment and work well under pressure
- Strong organizational and time management skills
- Strong problem solving and decision making skills
- Flexibility and adaptability to an evolving position Shift and schedule flexibility
- Ability to work well as member of a team
- Education: Minimum of high school diploma or equivalent
Work condition:
- Available 7 days a week between 6:00am and midnight
- Working hours are between 20h and 37.5h per week
BCE:WKP #feature
Bilingualism is required (English and French)
Additional Information:
Position Type: Non Management
Job Location: Canada : Quebec : Dorval
Application Deadline: 06/01/2015
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, QC, Dorval