Client Representative Help Desk, Escalation (Req 245628)

Company Name: Bell Canada
Position Profile: 560
Salary Group: 13
Job Location Address: 160 Elgin, Ottawa (ON)
Job Status: Regular Full Time
Number of Positions: 1
Application Deadline: October 20th, 2019
Name of Contact: Marie-Josée Oundjian (514) 870-5727


Employees who are surplus or potentially surplus (with an active 912M form) will be given priority consideration for this position. All other applicants will be considered at the end of the posting period if no surplus employee has been selected.

Name and description of the hiring department:

The Bell Small Business Case management team is hiring to assist with improving the client experience, SLA and ABT.

Job Duties / Accountabilities:

  • Resolving escalations coming from inbound agents as well as other departments
  • Taking inbound calls in specific SLA critical situations
  • Interacting with customers including privilege and high value customers
  • Work on complex scenarios leverage multiple systems
  • Providing detailed resolutions within a very aggressive timeframe (24 hours)
  • Ensuring timelines and client commitments are met
  • Updating steps related to complaint resolution ensuring 100% accuracy
  • Tracking all work in the CM tool
  • Flagging and reporting application defects to the Design and Delivery team.
  • Doing deep dives on complex cases to gain insight and build the right processes
  • Being a strong ambassador for Bell and being instrumental in reinstating brand loyalty
  • Resolving complaints from executives
  • Driving First Processing Resolution
  • Collaborating with different departments across all LOBs to achieve best in class resolution
  • Working with Bell LOBs to reduce escalations and communicate coaching opportunities

Essential Qualifications / Competencies:

  • Knowledge of ACUT / WebCare /NEO/JSV/Multiview/ BPI
  • Minimum of 1 year of experience in a Bell repair type environment
  • Focus on quality and resolution, prioritizing the client experience
  • Excellent communication, presentation and interpersonal skills
  • Strong telephone etiquette
  • Superior troubleshooting
  • Perfectly, bilingual French and English. Fluent written and spoken with no significant restrictions

Preferred Qualifications / Competencies:

  • Ability to work under pressure and within strict timelines
  • Very strong time management skills with the ability to multi-task
  • Strong negotiation, conflict resolution and relationship building skills
  • Ability to work as a team and in partnership with different departments
  • Excellent leadership skills, strong work ethics/discipline and integrity
  • Strong analytical skills
  • Thorough knowledge of Bell products and services
  • Solid knowledge of all tools and applications
  • Shift flexibility to meet business needs
  • MS Office skills: Outlook, Word, Excel and PowerPoint
  • Must be meeting or exceeding all aspects of your current job performance
  • Knowledge of all three LOBs (Business Phone, Internet, TV, VAS)
  • Knowledge of BCRIS/ACRIS/NM1 and BPI is an asset

Working Conditions:

  • Monday to Friday, 8:00 to 21:00
  • Saturday 9:00 to 18:00
  • Sunday 10:00 to 16:00