Business Service Consultant 1

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Date: Dec 7, 2018

Location: Brampton, ON, CA, L6T 0C1

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.

 

In this role, you will be a Business Service Delivery (BSD) product and service expert that will analyze customer needs, offer customized solutions, and most importantly provide world class Business to Business (B2B) service that will enhance each customer’s experience. Are you are analytical, detail oriented, and enjoy solving problems? Do you have a passion for delivering exceptional customer service? Are you committed to ensuring each call is resolved during the first interaction? Do you thrive in a sales environment? If so, you should consider a career with us today!

 

Responsibilities:

 

Support customers, sales representatives, and business support consultants with: order processing; provisioning; customer account, service, and feature updates (moves, additions, changes, and deletions); and online self-service applications

Receive, track, and process orders and updates while obtaining missing information from requesters, public databases, internal references, or customer contact

Ensure pricing and information is correct, accurate, complete, and in compliance with company policy

Work with customers, and internal groups to identify and resolve issues within agreed service levels

Meet personal performance measures including: service levels; quality assurance, minimal error rates; issue resolution times; reporting; and internal and external customer satisfaction

Recommend improvements to meet changing business, customer, and sales requirements

Maintain knowledge of the Rogers & iquest products and services

Drive the sale of Rogers products and services by consistently meeting/exceeding individual sales targets

Respond to new order status and scheduling enquiries by ensuring pricing is in accordance with company policy or obtain management sign-off for exceptions

Maintain Firm Order Commitment (FOC) database and publish daily updates

Report on pricing anomalies, sales revenue processed, compensation, process compliance, and order processing service levels

 

Minimum Qualifications:

 

Business acumen; able to communicate well with business partners and internal departments

Business account, customer service, sales, or relationship management experience an asset

Excellent knowledge of: SGI, Vision21, OE/OM, AS400, Siebel and other RTI tools an asset

Computer skills proficient in Microsoft Outlook and Microsoft Excel

Excellent interpersonal skills

Able to effectively communicate both written and verbally

Able to work independently and as part of a team

Excellent time management and prioritization skills including the ability to multi-task

High level of attention to detail and excellent follow up skills

Available to work on a flexible schedule: days, evenings and week-ends to meet customer demand

 

Preferred Qualifications:

 

Bilingual (English and French) is considered an asset

Experience in a telecommunications role

Post-secondary diploma/degree an asset

 

Challenging Work, Rewarding Careers:

 

Competitive base salary + performance based commissions

Comprehensive benefits program

Employee discount on Rogers products and services

Rogers Wealth Accumulation Plan (pension, RRSP’s, employee share plan)

Career pathing & organic growth opportunities

 

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 143709
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.

 
Posting Notes:  [[req_strategyPage]] || [[country]] || ON || Brampton || [[mfield2]] ||

 

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