Activation Consultant

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Date: Jan 10, 2019

Location: Toronto, ON, CA, M4Y 2Y5

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.

 

Reporting to the Activation Manager, the successful candidate will be responsible for supporting various sales and operational groups for the Enterprise Operations. The Activation Consultant will responsible for all day-to-day direct fulfillment Activation activities by ensuring accuracy and completion of all Rogers Direct requests with SLA.

 

 Primary Responsibilities:

 Actively and passionately elevate the culture, processes and customer experience by applying the I AM Service behaviors, and recognizing that great service begins with us

  • Responsible for all day-to-day direct fulfillment related activities, including:  validate order details, input order details gathered from the Rogers Direct tools into V21 for New Activations, Hardware Upgrades, and Wireless Service Requests
  • Work collaboratively with internal/external partners to reduce E2E cycle time for Rogers Direct orders and drive first contact resolution
  • Take personal accountability to recognize and treat every opportunity to over deliver, impress and build trust
  • Inspire confidence by maintaining consistent, professional email communication with internal operational teams and partners.
  • Work together to meet individual and team-based performance objectives
  • Act as a subject matter expert and participate in cross-functional meetings to support the Enterprise Operations new product, services and program initiatives
  • Identify trends to help create efficiencies and accordingly escalate to the appropriate teams to improve process and productivity within the business operations
  • Actively participate in increasing own knowledge of Rogers’ products and services, and invest in own career development

Qualifications:

  • Must be capable of setting priorities, working under pressure and adapt to changing environments
  • Exceptional written & verbal communications skills and customer service skills
  • Proficiency with Vision 21  ICM, Optic, Salesforce, Nova, and Rogers Direct sites
  • Must possess the ability to use good judgment, make sound decisions, and be seen as a visible leader
  • Solid problem solving, analytical and decision making skills to enhance the customer experience
  • Ability to foster mutually supporting relationships with key stakeholders and business partners with minimal supervision
  • Proactive and comfortable in dealing with ambiguity
  • Flexibility to work both independently and in a group environment with minimal supervision
  • Experience using PowerPoint, MS One Note & Excel
  • Must be flexible to work until 11pm and or weekends based on business needs
  • Must go through a Credit Check successfully conducted by Rogers

 

Schedule: Full time
Shift: Variable
Length of Contract: 12 Months
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 134313
 
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 || Toronto || [[mfield2]] ||

 

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