Bell

Req Id: 363152 

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values professional growth and employee wellness, we want you on the Bell team. 

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.

Name and description of hiring department:

The Bell Business Support Centre (BBSC) is a multifunctional team of competent and dynamic team members. This team is charged with delivering a best in class Customer Experience to our customers in BBM business segments.

The Bell Business Support Centre Level 1 Client Representative will be the main point of contact for customer calls to Bell through our 1-888-788-BELL entry point.

We are seeking dynamic candidates who love to offer excellent customer service. As part of this role, they will be accountable to coordinate and resolve customer requests, and will work directly with internal partners to drive customer satisfaction, revenue retention and growth.  As the voice of Bell Business Markets to these customers, the BBSC L1 Client Representative is uniquely positioned to consistently deliver a high quality and reliable customer experience.  

Job duties / Accountabilities:

• Respond to customer calls and inquiries related to billing, products and services  
• Issue orders and update customer profiles in different tools as required
• Reinforce customer relationship by interpreting their requirements in order to address their requests and seize opportunities to promote the benefits of doing business with Bell
• Listen to customer concerns, perform research and analysis of the information received to resolve customer inquiries and address problems to their satisfaction
• Be the customer advocate; Focus on first call resolution to minimize call transfers and hand offs to other departments whenever possible- leverage existing processes to ensure request is followed through completion

Essential Qualifications / Competencies:

• French Fluent in the language with no limitation
• English Fluent in the language with no limitation
• Experience in a call center environment
• Comfortable communicating with customers on live calls and in writing 
• Professionalism and ability to delight customers and build long term relationship
• Positive attitude in the face of difficult situations and high energy
• Able to apply the techniques of active listening, empathy and win-win negotiation
• Ease in understanding and quickly assessing customer inquiries and customer account status
• Able to make quick decisions and propose innovative solutions to customer inquiries and concerns
• Able to identify and close retention and sales opportunities, as required
• Able to quickly understand and assimilate training, information and lessons learned and apply them directly
• Able to coordinate multiple priorities simultaneously, with demanding timelines
• Adaptable; thrives in an evolving environment and is comfortable with change
• Able to maintain professional interactions at all times with customers and internal partners
• Committed to delivering best in class Customer Experience; belief in the value of Bell Business Markets products and solutions
• Preferred Qualifications / Competencies:
• Experience dealing with customer escalations
• Knowledge of BBM products and various business solutions (including voice, Internet, IP, data, broadband and value-added) and their related tools and processes
• MS Office suite intermediate knowledge

Working Conditions:

• Hours of Operation: Monday to Friday 8AM to 6PM
• Working from home
• Hours are subject to change, based on business needs
• Scheduling managed by the WFM team

Job Location: 1 Alexander-Graham Bell, Verdun (QC) or 5099 Creekbank, Mississauga (ON)

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Bilingualism is required (English and French); adequate knowledge of French is required for positions in Quebec. 

Additional Information:

Position Type: Union 
Job Location: Canada : Quebec : Verdun || Canada : Ontario : Mississauga 

Flexible work profile: Remote
Application Deadline: 05/04/2022 

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

Created: Canada, QC, Verdun

Bell, one of Canada's Top 100 Employers.