Account 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 fuel us, and moments define us.

 

This role has been posted in locations where we have a Rogers corporate site. We encourage qualified candidates from across the country to apply who can reasonably commute  to one of these locations.

 

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 working from home, and are equipped to do so safely and efficiently.

 

The Enterprise Wireless Customer Service Dedicated team is the first point of contact for Telecom Administrators and Sales Account Managers to assist with any account issues. Account Consultants are available via Phone, Email and/or Live Chat to advise and support account changes, service inquiries, and any general questions.  We also conduct in person meetings locally as required. In addition to account support, our CSD Consultants will also support Telecom Administrators by providing training and support for the Business Self-Serve website. 
 

What you will be doing:

  • Provides the highest level of first contact resolution at all times.
  • Enjoys providing excellent Business customer service in a balanced approach (efficiency & resolution).
  • Consistently delivers market-leading post-sales support to Commercial, Corporate accounts and Small Business Customers.
  • Provide the highest level of email and phone support for Telecom administrators with inquiries regarding their invoices and billing solutions, requests for account maintenance, reporting requests for their internal maintenance requirements, price plan analysis, account renewals and product functionality.
  • Promotes and sells business products and services by clarifying, analyzing and assessing client needs, presenting pricing options, explaining policies and regulations and taking action to retain and improve revenue generation.
  • Provides end to end accountability for clients' complaints or queries concerning Rogers' products and services, equipment or billing issues.
  • Acts as first point of contact to resolve Manager escalations.
  • Proactively Maintains, reconciles and updates client account information, and reviews and resolves as required.
  • Interfaces/liaises with other departments and partners to coordinate specific client needs.
  • Performs a wide array of projects as primes with the ability to self-operate.
     

What you will bring:

  • A minimum of one-year experience as a Customer Service Consultant (CSO) in a commercial E service Team (Desi) or experience handling customer inquiries via email.
  • Meeting or exceeding all current job performance standards including attendance and punctuality.
  • Previous experience within a B2B environment preferably in a Telecommunications environment.
  • Post-Secondary education in a related field would be considered an asset.
  • Account or relationship management experience dealing with large corporations an asset.
  • Fluent in French and English. Excellent command of the French and English language with respect to grammar, syntax, and vocabulary. High level of communication, presentation and interpersonal skills whether it be in person or written. 
  • Business acumen, able to communicate well with Telecom Administrators and sales partners.
  • Ability to be assertive, negotiate skillfully with cross-functional teams to settle differences and come to agreement in a diplomatic manner.
  • Ability to influence, add value and/or challenge decisions when necessary.
  • Extremely detail oriented and thorough (ability to quickly spot missing details).

 

 

 

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: 475 Richmond Rd. (100), Ottawa, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 250461
 
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

 

 

 

Location: 

Ottawa, ON, CA Montreal, QC, CA Brampton, ON, CA Toronto, 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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