Job Description

Immediate Service Specialist/Workforce - Halifax

Eastlink

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.

We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

Eastlink is currently seeking an Immediate Action Specialist/Workforce to join our team in Halifax, Nova Scotia. The successful candidate is required to reside in or be willing to re-locate to this management area.

The Immediate Action Team will be accountable to delivering against our Customer Experience vision and strategy of making customer interactions easy, effortless and keeping them informed every step of the way and specifically when something does not go as planned to take the lead to make it right. The Immediate Action Specialists, whose purpose is to take actions that ensure we meet our customer experience objectives will play a pivotal role in ensuring we resolve gaps in the expectations we committed to the customer.

As the Specialist of the Immediate Action team, the successful candidate will be accountable to ensuring that they deliver against the following:

• Ensure what gets scheduled gets done
• Listen and act on customer feedback to bring forward the appropriate solution
• Keep the customer informed every step of the way

Responsibilities

The Specialist will be expected to reduce held jobs, breakage and missed appointments in order to improve the general customer experience. You will have accountability for end-to-end management of escalations with a focus on overall improvement of the resolution time of escalations. This role will be proactive in the management of Service to Install trouble calls and Repeat Service calls, with attention overall on the reduction of service calls.

As the ideal candidate, you have a high sense of Accountability and are exceptionally focused on Customer Service. You have knowledge of Capacity Planning and understand the importance of Customer Service. The Specialist will have strong oral/written communication skills, above average time management skills, and the ability to be flexible and adaptable.

Qualifications

• Minimum of 2 years\' experience working within Eastlink (from Customer Care, Retail, Quota or Workforce preferred.)
• 4 years of customer service experience
• Must be able to work varying shift rotations

Monday - Friday: 8:00 am to 8:30 am

Saturday: 8:00 am to 6:30 pm

Eastlink is focused on creating an environment which promotes individual growth and career satisfaction. Creativity, entrepreneurial spirit and innovation drive us. We\'re looking for people who have the passion for our business, our values and want to go above and beyond for our customers every day.

Dedicated to representing all of the customers we serve, we embrace diversity throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

Eastlink