Senior Delivery Specialists (Wireless Stream)

Date: Jun 9, 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.

Senior Delivery Specialists (Wireless Stream)

The Senior Delivery Specialist is highly motivated to deliver an exceptional on-boarding experience to every customer, providing a level of service that creates a positive and lasting first impression with our customers and gains their willingness to recommend us to others in their industry.
What you will be doing: 

  • Manage the relationship with the customer throughout the project duration and acting as the central point of contact between the customer & Rogers organization
  • Utilize best practices and processes to support the smooth transition of wireless, unified communications, FWA & IOT products from when contract is signed to transition to operations
  • Define scope, conduct & lead meetings, document minutes, create implementation plan, create risk/mitigation plan and maintain communication with Sales and stakeholders throughout duration of project.
  • Collaborate with 3rd party vendors when applicable
  • Analyse findings within a requirements gathering Excel document and clearly identify gaps/risks between customer requirements and existing account details
  • Manage the process to effectively addressing escalation of issues until resolved. This will include coordinating internal resources that potentially interact with or impact each customer
  • Contact customers, post implementation, to review and summarize their invoice and correct any discrepancies if necessary
  • Contribute solutions that positively impact the business and our customers, becoming a trusted advisor to the customer
  • Train customers on the services acquired, including self-serve, billing and ordering tools
  • 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
  • Take personal accountability to recognize and treat every opportunity to over deliver, impress and build trust with every single customer interaction
  • Connect with every customer emotionally, understand their environment and needs, and validate the value of the services being implemented
  • Inspire confidence by maintaining consistent, professional and ongoing  telephone and email communication with customers and internal operational teams and partners, coordinating regular status calls and other activities as necessary

What you bring:

  • 3+ years in a customer service environment
  • Proven ability to work under pressure, adapt to changing environment, solid multi-tasking, prioritization time management and follow-through skills
  • Mastery in processes and procedures in Vision 21, ICM, Business Self-Serve, Service Summary/Contract tool, Rogers Direct sites and Salesforce(SFDC)
  • Comprehensive knowledge of MSD coded accounts, Rogers Business price plans and their functionality in Vision 21 as well as Rogers products and services
  • Advanced  proficiency with MS Excel, One Note & Powerpoint
  • Excellent problem solving skills
  • Demonstrated strong communication (both verbal and written), and customer facing skills
  • Ability to skillfully negotiate and diplomatically secure mutual agreement with varied scenarios
  • Self-starter, creative and sound judgment
  • CAPM, PMP certification nice to have
  • Open to leveraging teammates and resources to find solutions
  • Attention to detail, in particular as it relates to compliance and accuracy of data
  • Unyielding resilience, strong work-ethic, and an innate drive for personal success
  • Bilingualism (English/ French) is a must
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 800, Gauchetiere O, Bureau 4000-Rogers(189), Montreal, QC 
Travel Requirements: Up to 10%
Posting Category/Function: Project Management & Coordination
Requisition ID: 237569
 
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:  Information Technology & Engineering 


Job Segment: Wireless, Engineer, Telecom, Telecommunications, Network, Technology, Engineering

Location: Toronto, ON, CA Quebec, QC, CA Gatineau, QC, CA Montreal, QC, CA Waterloo, ON, CA Vancouver, BC, CA Sherbrooke, QC, CA

Email similar jobs to me