Business Service Specialist

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 their dream. A sports fan celebrate a special moment.

 

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

 

 

 

 

 

 

 

In this role, you will be a Dedicated Business Service Specialist with the Premium Support team) product and service expert that will support a dedicated base of niche SMB customers. As a part of your role you will assist to analyze their business needs, offer customized solutions, and most importantly provide world class Business to Business (B2B) service that will enhance each customer's experience. Are you 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!

 

What you will do:

  • Deliver dedicated support across multiple product portfolios (wireless, cable) by providing life cycle management support for customer requests with order processing; provisioning; customer account, service, and feature updates (moves, additions, changes, and deletions); and online self-service applications.
  • Proactively reach to build and expand relationships with decision makers to support their business telecom needs by identifying revenue and retention opportunities and offering alternatives and recommendations on alternative solutions by recognizing business impacts.
  • Analyze customer accounts by asking appropriate questions and probing further to provide value-added recommendations protecting company revenue and contributing to overall account growth.
  • Leverage internal tools, resources and partners to deliver best-in-class account support within a defined SLA.
  • Leverage insight on current market trends to anticipate future needs of their dedicated business customers.
  • Promote business products and services by clarifying, analyzing and assessing client needs, presenting pricing options, educating customers on products and services, and taking action to retain and improve revenue generation
  • Participate in quarterly scheduled and ad hoc customer face-to-face meetings to review needs, resolve issues and to communicate solutions/recommendations
  • Be able to manage and establish contacts with customer within SFDC Monthly outbound list load proactively for renewals and port out churns.
  • Be able to support our inbound customer queues based on business needs and service levels.
  • Meet or Exceed personal performance measures including service levels; quality assurance, minimal error rates; issue resolution times; reporting; and internal and external customer satisfaction
  • Drive the sale of Rogers products and services by consistently meeting/exceeding individual sales targets


What you bring:

  • Business acumen; able to communicate well with business partners and internal departments
  • Business account, customer service, sales, or relationship management experience an asset
  • Meeting or Exceeding current performance expectations
  • Excellent knowledge of SGI, Vision21, other RTI tools an asset
  • Computer skills proficient in Microsoft Outlook and Microsoft Excel
  • Excellent interpersonal, analytical 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
  • Action oriented, with energy and drive and the ability to identify and seize opportunities
  • Integrity and trust. Demonstrate fairness and respect.  Ambassador for Rogers.
  • Highly accountable with a demonstrated track record of following through on commitments


Preferred Qualifications:

  • Bilingual (English and French) is considered an asset
  • Experience in a telecommunications role
  • Post-secondary diploma/degree an asset


Great Work, Greater Rewards:

  • Competitive base salary + performance-based commissions
  • Comprehensive benefits program
  • 50% Rogers Employee Discount
  • Rogers Wealth Accumulation Plan (pension, RRSP's, employee share plan)
  • Career pathing & organic growth opportunities to build a career

 

 

 

 

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.


Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

 

 

Schedule: Full time
Shift: Day
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: 247070
 
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 matter to us! For any questions, please visit the Rogers FAQ.
 
Posting Notes:  Customer Experience

 

 

 

Location: 

Brampton, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.


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