Name and description of the hiring department

The Business Customer Relations Centre group, is a multifunctional group of competent and dynamic personnel that manages upper segment (mass market) clients, including the treatment of escalations from the Bell executive offices.

Job Duties / Accountabilities

• Respond to customer inquiries received via the business ticketing tools, email and voice mail
• Receive escalated requests or complaints from customers, vice-presidents and the president's office, Bell's legal department, the CRTC/CCTS and managers, Bell Making it Right submissions, Social Media referrals and online complaint submissions (Webforms)
•    Prioritize files according to the urgency of action and the level of complexity
• Constantly communicate by phone with customers and partners to inform them of the status of their request from beginning to end
• Interpret customer requirements in order to seize opportunities to promote the benefits of doing business with Bell in order to protect and generate income
• Conduct the necessary research to settle claims (tools, legislation, contract conditions, terms, invoicing, other groups, resources, etc.), analyze the root causes (Bell responsibility or client) and identify strategies or the solutions to be adopted in compliance with business rules; clearly document every step of the process from receipt of request until conclusion
• Work with Bell's legal department in the preparation of court proceedings, if necessary
• Identify any opportunity to improve processes to prevent complaints and customer escalations
• Being able to quickly identify trends to influence resolution
• Communicate with customers in writing and orally
• Complete work orders and update customer profiles in different tools
• Distribute and manage follow-ups

Critical Qualifications

• Master all the following tools: BCRIS / ARICS, EOM / GCE and NM1 (Business)
• Recent experience in the last 3 years as a customer care representative to Business Markets
• Strong desire to help one’s colleagues, agents and customers
• Adaptability and ability to manage change (constant change of priorities / tasks)
• Ability to manage multiple tasks
• Excellent management priorities (planning and organization)
• Positive attitude in difficult moments / ability to deal with stress (difficult or unhappy customers)
• Autonomy and initiative taker
• Marked ability to apply the techniques of active listening, empathy and negotiating a win-win solution
• Marked ability to identify opportunities and close sales when applicable
• Ability to build professional relationships anytime with internal and external partners and customers
• Ability to easily understand and quickly assess the accounts and customer demands, and to take quick innovative decisions
• Ability to understand and assimilate the training, information and lessons learned and use different applications
• Ability to think outside the box
• Knowledge of English and French without any significant limitation. In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada

Preferred Qualifications / Competencies

• Strong knowledge of small business products and various business solutions (including voice, Internet, IP, BTC, and value-added) and related processes
• MS Excel Basic level
• MS Word basic level (letter-writing)
• MS Outlook Basic level
• Master the following tools: CIMS, ACCESS, NT selection, ACUT, WFM/FWFM, SAP, I-Request, Funds-In, SMBView, Digitek, MultiVu
• Escalation experience

Working Conditions

• Working hours: Monday to Friday between 8:00 and 18:00 (subject to change depending on business needs)