Associate Control Center, Seasonal - Toronto, Canada - Bell Canada

Bell Canada

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Req Id: 410733

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.

Bell's Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell's network for our residential and business customers.

Posting Details:

Company name:
Bell Canada

Job location address:2664 Islington Ave., Etobicoke (ON)

Job status:
Seasonal

Description of the hiring department:

The Contract Management System Liaison Centre's goal is to improve due-date resolution, meet our customer commitments and to assist our Contractors and Field Technicians to deliver better service to our customers for their cable and buried wire needs.

The Associate - Control Centre is responsible for coordinating the completion of provisioning and assurance work or service orders submitted by technicians.

This includes a responsibility for building daily work loads by screening orders and through the coordination with various departments. The Associate ensures that service is provided to external or internal customers on a timely basis. She maintains and updates several databases as well as prepares statistical and tracking reports.

Job duties/accountabilities

Coordinating the completion of provisioning and assurance work or service orders done by technicians
Building daily work loads and schedules through effective coordination with various departments
Ensure service is provided to external or internal customers on a timely basis
Ensure all orders are accurate and completed at customer due dates
Prioritizes and releases orders to appropriate technicians based on experience level, availability and assigned territory
Records order completion details
Relays problems causing delays to both the customer and various departments involved
Inbound and outbound call handling to direct external customers, Field Managers and Technicians
Escalate on due dates Optimizing force (Technicians) to load (Tickets) on due date by partnering with Jeopardy Handling Associates
Internal escalation of service jeopardy conditions (missed appointments, force to load unbalance)
Meeting & exceeding targets (renegotiating appointment offerings on due date, missed appointments on due date)
Tracking and escalating all escalations and follow through to external customers up to completion
Ensure all escalations for next day are ready for load on due dates
Verify orders for accuracy and completeness and ensure availability of equipment and material
Coordinate with all involved departments to ensure due date can be met and advise customer of the due date
Appropriate technician and equipment are assigned for completion of orders
Review and finalize loads by ensuring equipment and material have arrived, all access information is available and due date has not changed
Negotiate new due date when completion date is compromised by various problems
Ensure technician safety by keeping track of their location at all times
Answer requests from various departments
Through various systems, maintain and update several databases
Coordination of activities which are under time restriction
Unpredictable work load

Essential Qualifications:

Obtained High School Diploma
Customer focus (previous experience with internal and external customers)
Strong telephone etiquette
Excellent communication skills (including assertiveness and influencing others)
Ability to thrive in a quick paced environment and work well under pressure
Strong problem solving and decision making skills
Flexibility and adaptability in an evolving position
Strong time management skills to reprioritize workload and the demands of internal/external customers continuously under time restrictions to meet
Ability to educate and persuade internal/external stakeholders to partner on delivery of timely service to our customers

Preferred skills/competencies

Call Centre experience
Strong Dispatching experience
Intermediate PC skills (CMS, Outlook, Word, Excel, PowerPoint)

Working conditions

Hours of operation is 7 days per week, from 7 am to 6 pm for a total of 37.5 hours per week
Shift /schedule flexibility
Call Centre environment

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type:
Union

Job Status:
Summer Student

Job Location:
Canada : Ontario : Etobicoke

Flexible work profile:
Remote

Application Deadline:04/30/2023

Created:
Canada, ON, Toronto

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