Job Description

Overview:

Are you an analytical and detail-oriented person with strong communication skills? Are you able to demonstrate empathy and have an appetite for problem-solving? We are seeking customer service representatives willing to put their qualities at the service of our Centre for Approval of Service Team, able to effectively assess and mitigate financial risks while maintaining customer satisfaction.

The Centre for Approval of Service (CAS) is a specialized RARM group responsible for \xe2\x80\x9cOrderMAX\xe2\x80\x9d orders, including activation requests, moves or changes for all blocked business lines with a Held for Credit status. We review orders from customers who represent a potential financial risk for the Company. CAS also deals with collecting final accounts.

What we offer:

• Hourly wage of $17.50 (including a $0.75 client premium and a $1.50 premium per hour worked) after training;
• Premium available for night and weekend shifts;
• Performance-based incentive plan;
• Bilingual premium of $2 per worked hour;
• Fully-paid training and coaching program;
• Complete benefits plan after six (6) months of service, including:

• Comprehensive insurance (medical, dental, and life insurance);
• Great discounts on telecommunications products and services.
• Ability to work up to 40 hours a week according to the following schedule:

• Tuesday to Saturday 9:30 am to 6:00 pm EST
• Sunday and Monday - closed

Responsibilities:

• Protect and generate revenue for the Company;
• Answer customer calls transferred by a Customer Service Representative for a Bell product (Internet, Television, Mobility, Wireline) as well as Virgin Internet Customers and redirect calls as needed to the external agencies concerned;
• Locate debtors, detect cases of fraud and/or attempt to prevent them;
• Evaluate the risk associated with specific orders placed by customers;
• Recover sums due and credit deposits from customers if necessary;
• Analyze orders placed on hold in order to clear up issues and release orders;
• Maintain open and positive dialogue in all exchanges.
• Serve internal and external CAS customers

Qualifications:

To excel in this position, you must meet the following requirements:

You are bilingual: you must speak fluent English and French to interact with French and English-speaking customers in Canada. Answering customers in English will be required between 30 and 60% of the time; * Possess exceptional communication skills;

• Demonstrate sound judgment based on past experiences;
• Able to handle multiple applications at once;
• Highly independent;
• Adaptable and flexible;
• Strong focus on customer satisfaction;
• Skilled in persuasion and influence;
• Capable of problem-solving and managing time effectively;
• Versatile;
• Successful and dedicated to teamwork.
• Ability to work full-time on site.

Training start date: October 23rd, 2023

Why Nordia?

People are what make Nordia special. And we\xe2\x80\x99re focused on hiring and retaining the best. We offer competitive compensation, a stimulating work environment, excellent benefits and great opportunities to grow. That\xe2\x80\x99s why we have the highest employee loyalty and highest satisfaction in the industry. In 2022, for the ninth year in a row, 8 out of 10 Nordia employees said they would recommend us as an employer to their friends and family. In 2018, Nordia was the first company in its industry to be recognized by Waterstone as one of Canada\'s Most Admired Corporate Cultures, winning again in 2021 and recertified in 2022.

Want to learn more about our career opportunities and what makes Nordia the best place to work? to find out!

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