Wireless Porting Fallout Agent

Date: Sep 19, 2021

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.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

POSITION OBJECTIVE

 

The Wireless Port Fallout Support agent will support wireless LNP for Rogers, Fido and Chatr brands.  Working with LNP Trading Partners and our customers to facilitate the porting of telephone numbers between Carriers.

 

POSITION RESPONSIBILITIES

 

  • Resolve customer fallout issues on wireless LNP requests
  • Work both inbound and outbound call/work queues for all LOB’s: Rogers Wireless, Fido Solutions, Rogers Business Solutions, Chatr, Wholesale and Port-Out Queues.
  • Meet and/or exceed Call Centre monthly performance objectives including, Quality, Productivity, Call Handle time, Adherence and Compliance to Schedule.
  • Troubleshoot and diagnose issues and coordinate resolution of technical problems.
  • Initiate technical calls to external and internal interfaces to resolve fallouts to reduce customer delays
  • Troubleshoot and gather information to identify root causes of customer dissatisfaction and determine appropriate course of action.
  • Responsible for understanding and keeping updated on the CWNPG/CLOG Guidelines
  • Track daily calls, problem-solve and communicate to specific departments for escalation and resolution.
  • Working with multiple systems to resolve order issues including Vision 21, SMG and NPAC
  • Provide feedback to the management team for process improvement.
  • Analyze reports from external LNP Clearinghouse and Internal Rogers Gateway re: outages, latency, high fallout rates and initiate corrective action with external and internal support groups
  • Actively participate in a team environment.
  • Deliver world class customer service in English and/or French.
  • Perform other duties and special projects as required.

 

 

POSITION QUALIFICATIONS

 

  • Bilingual language skills (English / French).
  • French written and oral communication skills an asset
  • Minimum 2 years experience in telecommunications industry – wireless skill set an asset.
  • Rated meeting or exceeding based on last OPM review.
  • Strong sense of ownership and responsibility, with the proven ability to work with minimal supervision.
  • Demonstrated ability to prioritize assigned tasks and projects.
  • Role-Specific Competencies: Problem Solving/Judgment, Information Seeking, Listening Understanding & Responding, Customer Service Orientation, Teamwork & Collaboration, Initiative, Adaptability, Integrity, Individual Accountability, Operational Excellence.
  • Experience in customer service, technical product support, repair and/or troubleshooting or help desk experience.
  • Ability to perform well under pressure, with extremely tight timeframes, and demonstrate initiative.
  • Ability to multi-task is essential.
  • Must be able to work flexible hours, including shift coverage, evenings, weekends and holidays
Schedule: Full time
Shift: Weekend
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Rd (341), Brampton, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 243554
 
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:  Corporate 


Job Segment: Wireless, Telecom, Telecommunications, Network, Technology, Bilingual

Location: Brampton, ON, CA

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