Req Id: 82638
Bell is a truly Canadian company with over 135 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.
Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer’s premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.
Name and description of the hiring department:
This role will report to the Bell Satellite TV Partner Performance Manager and work from a Bell Satellite TV designated office location in Toronto. The successful candidate will drive service results by coordinating installation and repair appointments with field technicians, providing tech support to maximize completion of satellite tv installations for residential and commercial customers. This position involves dealing with escalated customers regarding installations. The candidates are required to be fully flexible (shift work may include weekends).
Job Duties / Accountabilities:
- Provide L1/L2 support for field technician’s handheld and/or smartphone devices that is used for dispatch, completion and activation of customer’s orders.
- Follow up with customers for their installation request, validate order information, 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”
- Processing Mass Market orders for BellTV Commercial
- Process Return Merchandise Authorization (RMA) tickets for defective equipment
- Order processing on ProductZone website
- Follow up on logistics with ATS
- Tracking and updating of installation orders daily across all national vendors
- Process receiver shipments for vendors
- Perform hit requests in CSG
- Handle escalations for BBM representatives and vendors
- Provide support to the Bell Satellite TV Partner Performance Resource Associates and Manager
Essential Qualifications / Competencies:
- Candidate must be bilingual (English & French)
- Experienced in handling irate customers and customer escalations.
- Detail oriented
- 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
- Minimum of high school diploma or equivalent
Preferred Qualifications / Competencies:
- Proficient in Microsoft Office, Excel, PowerPoint, Access and Word
- Working knowledge of Order Max, Order Max Channels, CSG/MultiVu, CWT, Product Zone
- Sound knowledge of Bell TV products and services
- FWFM knowledge
Work Conditions:
- Available 7 days a week between 8am – 9pm
BCE:WKP #Feature
Bilingualism is required (English and French)
Additional Information:
Position Type: Non Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 06/28/2015
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, ON, Toronto