Service and Support Consultant

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 fuels us, and moments define us.




Rogers Communications is recruiting for Service and Technical Support Consultants to join our Cityfone team.  We are looking for customer champions who will provide world class service by connecting to our customers and who enjoy solving problems imaginatively and resourcefully. Do you thrive in a fast-paced, performance and sales driven environment? Would you love to be an ambassador for Rogers in delivering what’s next? If so, you should consider a career with us today!


What We Offer:




We invest in our people to unleash their potential so we can win as a team!  As part of the team, you will have access to a ton of amazing resources, discounts and perks.  To name a few:   

  • Unlimited access to Headspace Premium for mindfulness training  

  • Access to a virtual walk in clinic to connect with Healthcare Professionals from home 

  • LIVX – Fitness Membership to attend classes virtually  

  • Company matching contributions to charities you support 

  • Paid time off for volunteering 

  • Great benefits, pension plan, RRSP, TFSA and Wealth Accumulation Plan 

  • Employee discounts to our products and services 

  • Leadership development, Mentorship and Coaching programs 

  • Work from home as of day 1  


We genuinely care about each other and we’re committed to fostering an inclusive and diverse workplace at Rogers so all of our team members can bring their whole selves to work. We have employee resource groups that build awareness and a culture of allyship for equity-seeking groups, including groups representing People of Colour, LGBTQ2S+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes you different makes us great.


What We’re Looking for:


We’re looking for someone who will bring enthusiasm and a positive attitude to the work they do.  Someone who has a deep passion to listen and genuinely want to help each person they connect with. This role is fast-paced, and the environment is ever changing.  You will be challenged to ask the right questions to unlock the appropriate solutions while recommending our products and services to our customers.  You will foster collaboration within your team and other departments in efforts to help us work efficiently and provide world class customer service.


Who You Are:


  • Demonstrate a passion to connect and build rapport with a variety of customers and their changing needs
  • Identify and secure sales opportunities on all calls, including plan or phone upgrades, accessories, new customer leads and referrals, add/remove packages and additional line sales
  • Assist customers with their care & technical troubleshooting inquiries via phone, chat & email, (including billing inquiries, contract / plan information, processing bill payments, cancellations)
  • Take accountability to solve issues from beginning to end
  • Keep abreast of new information provided to ensure you have the right information to service the customer
  • Process device warranty, exchange, and 30-Day device return requests
  • Responsible to locate answers for customers, quickly and accurately while using multiple resources
  • Troubleshoot issues of wireless voice/data devices by identifying the issue, researching a solution and walking customer through steps to resolve the problem


Minimum Qualifications:


  • Completion of high school diploma or higher
  • Tech savvy with wireless and mobile products
  • Ability to solve issues through asking good questions, visualizing the problem or situation and thinking creatively to solve it
  • Accountable and willing to take ownership of problems
  • Basic computer proficiency including experience with using Google and Microsoft Outlook, with good keyboarding skill
  • Available to work on a flexible schedule: days, evenings and week-ends to meet customer demand
  • Possess superior multitasking abilities
  • Must be punctual and committed to work schedules
  • Demonstrated ability to positively influence others
  • Demonstrated ability to problem solve in a time pressure environment.
  • Strong attention to detail, patience and good active listening skills


Preferred Qualifications:


  • Bilingual French and English, written and spoken an asset
  • 6 months - 1 year experience in mobile technical support
  • Passion for wireless/mobile technology
  • Experience in a telecommunications industry
  • Familiarity with wireless technology; specifically wireless voice/data devices on Android OS and Windows Mobile OS 


We have a remote-friendly culture. In this role, you will be working from home permanently as long as you meet our requirements which include, but are not limited to, a quiet workspace and the required internet bandwidth. You must also reside within 250km of Burnaby HQ to be eligible. 


Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 1600 - 4710 Kingsway (016), Burnaby, BC 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 261266
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 || Canada (CA) || BC || Burnaby || [[mfield2]] ||






Burnaby, BC, 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

*available for full-time and part-time permanent employees, some restrictions apply

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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