Job Description

Since 1988, Distributel connects Canadians to the people, passion, and priorities that matter. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience for our customers in every way.

Join an award-winning organization in its mission to provide a true alternative to Canadian consumers!

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LOCATIONS:

• Edmundston, New Brunswick

ABOUT THE OPPORTUNITY:

Reporting to the Manager, Enterprise Support, the BCC Associate is responsible for providing support to Distributel Business Enterprise customers. The BCC Associate must assist business customers post sale related to account modifications, billing inquiries, cancellations, retentions, and other general inquiries. Core to this position is the responsibility and ability to retain customers and their related services in addition to resolving issues/inquiries.

The Business Care Associate is responsible for answering incoming customer contacts either via a call queue or email and tracking work via a ticketing system. He/she will provide prompt, courteous, and knowledgeable support to all Business customers.

KEY RESPONSIBILITIES:

• Serve as the customer\xe2\x80\x99s advocate managing and coordinating with various teams to ensure each issue and/or inquiry is resolved quickly whilst communicating with the client during this resolution.
• Support day-to-day matters such as: account modifications, billing inquiries and adjustments, hardware returns etc.
• Provide Billing inquiry support using internal billing platforms.
• Interact with internal support teams to ensure all clients are served with the highest possible standards.
• Complete all post call processing, documenting, and updating tools in an accurate, timely and thorough manner following documented processes and workflows.
• Provide accurate, detailed information regarding products, billing procedures, and payment options in a timely and efficient manner.
• Monitor all team ticket bins and respond within documented SLOs.
• Resolve all service inquiries/requests and customer complaints within documented SLOs.
• Identify and refer sales leads/opportunities to the Sales division.
• Work with Team Manager to ensure client satisfaction i.e., notifying of billing discrepancies, and possible service issues.
• Actively seek out improvement within the team, and between teams, and areas of personal growth.
• Effectively communicate issues and concerns to Team Manager.
• Support Distributel/ICG in achieving its business objectives.
• Consistently provide a high level of customer satisfaction - CSAT.
• Manage/work on special projects as assigned.

WORKING CONDITIONS:

• Fast-paced environment
• Strict deadlines / Work under pressure
• Frequent work in multitasking mode
• Repetitive tasks
• Coverage Hours of work: 8am to 7pm EST.
• Must be available on a planned and approved basis for after hours and weekends to complete work and or support projects. (rarely)
• This role is Work-From-Home. Could change dependent on company needs.
• Must have a dependable and punctual work presence history.

TOOLS & TECHNOLOGY USED:

• Strong computer skills and technical literacy \xe2\x80\x93 Windows, MS Office, Word, Excel, Outlook.
• Knowledge of digital and analog phone services is an asset.
• Various software and web-based tools (for internal candidates: including but not limited to uControl, DAS, Banff, MCF, Bell and Cable Portal.)

CREDENTIALS:

• College/University School diploma or equivalent.

• 1-3 years Customer Service experience, preferably in telecommunications.
• Knowledge of multiple Voice and Internet applications \xe2\x80\x93 VOIP, HPBX, SIP, PRI, Local Phone Service, Long Distance Service, Toll Free Service, DSL/Fiber etc.

LANGUAGE REQUIREMENTS:

• Must be able to read, write and communicate verbally in English and French to support clients, work with vendors, use third party software to support customers across Canada

SKILLS & ABILITIES:

• Demonstrated problem solving and decision-making skills
• Solid understanding of procedures and processes required to support customers in a call center environment
• Strong team player with the ability to develop and maintain relationships with internal and external customers
• Excellent listening and analytical interpersonal skills
• Dependable, reliable, and responsible
• Ability to multitask
• Excellent organizational and time management skills
• Calm and levelheaded

VOICI CE QUI EST PR\xc3\x89VU POUR VOUS/HERE\xe2\x80\x99S WHAT\xe2\x80\x99S IN IT FOR YOU (ENGLISH VERSION FOLLOWS)

Exp\xc3\xa9rimentez une multitude d\'opportunit\xc3\xa9s que seule une entreprise en pleine croissance peut offrir en rejoignant une \xc3\xa9quipe dynamique qui travaille avec vigilance pour remodeler le paysage des t\xc3\xa9l\xc3\xa9communications.

Le c\xc5\x93ur et l\'\xc3\xa2me de notre programme de r\xc3\xa9mun\xc3\xa9ration sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.

Un programme de prestations m\xc3\xa9dicales et dentaires d\'entreprise de premier plan, ainsi que de nombreux autres avantages qui font de Distributel un excellent endroit o\xc3\xb9 travailler. Des cotisations au REER. Nous favorisons l\'\xc3\xa9quilibre entre vie professionnelle et vie personnelle avec des cong\xc3\xa9s pay\xc3\xa9s g\xc3\xa9n\xc3\xa9reux. Nous offrons un excellent environnement de travail avec des \xc3\xa9v\xc3\xa9nements sociaux organis\xc3\xa9s. Vous aurez des opportunit\xc3\xa9s de croissance et de d\xc3\xa9veloppement. Nous avons de superbes emplacements en centre-ville et des personnes incroyables. Distributel connecte les Canadiens aux personnes, aux passions et aux priorit\xc3\xa9s qui comptent. Rejoignez-nous dans notre mission de fournir une v\xc3\xa9ritable alternative aux consommateurs canadiens !

La diversit\xc3\xa9 et l\'inclusion sont importantes chez Distributel. Nous appr\xc3\xa9cions l\'unicit\xc3\xa9 de chaque individu et croyons que nos diff\xc3\xa9rences nous rendent plus forts. Distributel s\'engage \xc3\xa0 offrir un lieu de travail garantissant l\'\xc3\xa9galit\xc3\xa9 des chances, le d\xc3\xa9veloppement et l\'avancement pour tous.

QUE SE PASSE-T-IL APR\xc3\x88S L\'ENVOI DE VOTRE CANDIDATURE ?

Si votre candidature correspond aux crit\xc3\xa8res de recherche du responsable, vous pourriez \xc3\xaatre contact\xc3\xa9 pour un entretien pr\xc3\xa9liminaire.

En raison du grand nombre de candidatures, tous les postulants n\'ayant pas \xc3\xa9t\xc3\xa9 contact\xc3\xa9s ne seront pas retenus.

La diversit\xc3\xa9 et l\'inclusion sont importantes chez Distributel. Nous appr\xc3\xa9cions l\'unicit\xc3\xa9 de chaque individu et croyons que nos diff\xc3\xa9rences nous rendent plus forts. Distributel s\'engage \xc3\xa0 offrir un lieu de travail garantissant l\'\xc3\xa9galit\xc3\xa9 des chances, le d\xc3\xa9veloppement et l\'avancement pour tous les employ\xc3\xa9s actuels et futurs.

Des am\xc3\xa9nagements sont disponibles sur demande pour les candidats participant \xc3\xa0 tous les aspects du processus de s\xc3\xa9lection. Pour une demande confidentielle, envoyez simplement un courriel directement \xc3\xa0 votre recruteur.

HERE\xe2\x80\x99S WHAT\xe2\x80\x99S IN IT FOR YOU:

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that\xe2\x80\x99s vigilantly working together towards reshaping the telecommunications landscape.

The heart and soul of our compensation program is built from the foundation of our .

• Industry-leading Corporate Medical and Dental benefits program, in addition to many other perks that make Distributel a great place to work.
• RRSP contributions.
• We promote work-life balance with generous PTO.
• We provide a great work environment with organized social events.
• You\xe2\x80\x99ll have opportunities for growth & development.
• We have great downtown locations and amazing people.

Distributel connects Canadians to the people, passion, and priorities that matter. Join us in our mission to provide a true alternative to Canadian consumers!

Diversity and inclusion are important at Distributel. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. Distributel is committed to providing a workplace that ensures equal opportunities, development, and advancement for all.

WHAT HAPPENS AFTER YOU SUBMIT YOUR APPLICATION?

If your application matches the manager\xe2\x80\x99s search criteria, you may be contacted for a pre-screen interview.

Due to high volumes of applications, not all applicants who submit an application will be contacted.

Diversity and inclusion are important at Distributel. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. Distributel is committed to providing a work workplace that ensures equal opportunities, development, and advancement for all current and future employees.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly.

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