Tier 3 - BOTT - #194872

At Rogers, we put our customers first in everything we do! We’re growing our Customer Experience teams and are looking for team members who are committed to showing our customers and Canadians that we support them through their journey. Our Customer Experience team is enthusiastic, empathetic, and moved to make a difference –we’re passionate about people and ready to provide the ultimate customer experience to our customers. At Rogers, we're committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity

This is an In-Office role which means you will be working from our office in Moncton!

At Rogers, we put our customers first in everything we do. We’re committed to creating best-in-class customer experiences for millions of Canadians from coast-to-coast-to-coast. Our Customer Experience team is energetic, empathetic, and dedicated to making a difference – they're passionate about people and ready to do whatever it takes to keep us connected to a world of possibilities and the memorable moments that matter most.

If you're someone who's excited by a challenge, takes initiative, and moved to make a difference, you'll find success here. We’re growing our customer experience teams and are looking for team members who are committed to make more possible for our customers and Canadians every day.

Think you’re up for the challenge and the fun? If so, consider the following opportunity

Tier 3 BOTT is currently recruiting for in-office positions in Moncton NB. Do you thrive in a fast-paced, performance driven environment? If you are analytical, detail oriented, and enjoy solving problems both imaginatively and resourcefully, you should consider a career with us today!

The preferred successful candidate will have a minimum of two years experience in our Rogers/Fido sales and service teams within a call centre environment.

Primary Responsibilities

• Work in a queue-based environment supporting Back Office processes for Rogers, Fido, Chatr and Shaw Direct across all lines of business (Wireless, Cable, Xfinity, SHM)
• Supporting in-office customer correspondance
• Connecting and building rapport with our customers for resolution management through outbound pro-active contacts.
• Support partner sales channels and provide superior customer service to our internal/external customers for sales order fulfillment and order modifications
• Ability to assess customer inquiries, determine needs and resolve while demonstrating excellent customer service skills
• Accurately complete transactions with a sense of urgency and have an eye for detail to excel in the team’s order quality program
• Promote and support quality of service, one contact resolution and customer satisfaction
• Work with the leadership team and internal teams to implement task improvements to improve customer experience and operation efficiencies
• Participate in review sessions with the leadership team to ensure consistency and improvement of processes being supported
• Share the Back Office Team's dedication in striving to deliver world class customer service
  
  

Qualifications

• Minimum of 2+ years experience in Customer Care sales and service skills and systems (i.e. V21, SGI, Maestro, ICM, OneView)
• Bilingualism is an asset not a requirement (English & French)
• Ability to work independently in a work from home environment
• Must be punctual and committed to work schedules
• Must be computer literate strong keyboarding (35-40 words per minute) and internet navigation skills and basic arithmetic skills required
• Possess superior multitasking and prioritizing abilities in fast paced environment
• Demonstrated proficiency of Rogers 5 core values Talk Straight, build trust and over deliver,
• Simplify and Innovate, Take Ownership of the What and How, Equipping People to Succeed, Execute with discipline and Pride
• Excellent interpersonal and communication (verbal and written) skills required
• Must be very flexible/agile and willing to learn new functions in a fast-paced environment
• Must be comfortable working in a highly structured, measurable target driven environment
• Able to recommend positive solutions and be proactive in driving/leading change (continuous improvement)
• Ability to find customer answers quickly and accurately while using multiple resources and systems
• Must be comfortable working in a highly structured, measurable target driven environment
• Ability to apply active listening skills and filter a large volume of information quickly to identify key information to use in addressing customers concerns
• Must be meeting or exceeding current targets
  
  

Meet all work from home Rogers’ guidelines

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal/credit background check and ID verification.

Schedule Full time

Shift Day

Length of Contract Not Applicable (Regular Position)

Work Location 70 Assomption Blvd (171), Moncton, NB

Travel Requirements None

Background Check(s) Required Canadian Criminal Record Check

Posting Category/Function Call Centre Operations & Operations Support

Requisition ID 324766

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 Recruitment Process FAQ.

Posting Notes Customer Experience