Delivery Specialist - Brampton, Canada - Rogers Communications

Rogers Communications

Verified Company

Brampton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes.

From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed.

We offer Canada's largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

Come play a key role in driving the future of business innovation in Canada.

We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

Are you up for the challenge? If so, consider the following opportunity:

This role can be located on any National site and is not exclusive to Brampton, ON

What you will do:

Intake, review, track, and process orders and onboarding requests. Ensure pricing and service information is accurate, complete, and in compliance with company policies. Obtain missing information from requesters, public databases, internal references, or through customer contact
Work with customers, and internal teams to identify and resolve delivery issues within agreed service levels. As required, coordinate Cable technician access with customers and Rogers' dispatch. Work with provisioning, dispatch, porting, or other internal teams to correct issues on the day of installation or onboarding.
Meet set performance objectives including and not limited to, service levels; productivity, I AM Service behaviors, quality assurance, and customer satisfaction.
Accountable for the order fulfillment and implementation of business customer orders, ensuring that orders to cash procedures are executed with a goal of shortening the interval cycle to achieve billing
Anticipate and understand potential issues, and work to proactively remove roadblocks across all operational areas to ensure we deliver timely service to the customer
Use appropriate judgment to escalate to next levels in a timely manner
Manage account changes as required, for installed services during the delivery life cycle
Follow and input best practices and processes, train coworkers as required, identify and report process gaps and improvements recommendations, most importantly, transformation and efficiency ideas
Maintain knowledge of the Rogers products and services and skill sets required for this role. Advocate and be able to communicate the features and benefits of our products
Focus on continuously improving existing service delivery processes, and the customer experience by recommending innovative solutions

What you will bring:

23 years experience in a telecommunications customer service operationrelated field or environment
Proven and demonstrated leadership skills, resourceful, innovative, and able to independently make sound critical decisions
Knowledge of the following products and services; Business Internet, Business Phone, Business Fibre Internet, Wireless products, Unified Communication, IP, IoT, FWA, M36
Business account structure knowledge
Excellent knowledge of Microsoft Office, Salesforce, Vision 21, AS400, SGI, EWP, and various portalbased products supported (Unison, RBAM, BSS, etc.)
Ability to identify and proactively escalate potential business issues or challenges
Excellent and proven demonstration of customer service skills, and relationship management with internal teams
A strong sense of teamwork and willingness to work in an everchanging environment
Demonstrated excellent communication skills, with technical and management staff, both verbal and written
Business acumen and professional approach
Excellent time management and prioritization skills including to the ability to multitask and demonstrate urgency
High level of attention to detail and excellent follow up skills
Innovative, resourceful, adaptable to change, and positive attitude
Bilingualism an asset

Schedule:
Full time

Shift:
Day

Length of Contract:
Not Applicable (Regular Position)
Work Location: 8200 Dixie Rd (341), Brampton, ON

Travel Requirements:
Up to 10%

Posting Category/Function:
Call Centre Operations & Customer Service / Sales

Requisition ID: 281299

Together, we'll make more possible, and these six shared values guide and define our work: