Client Representative, On-line Reporting and Billing Expertise Agent, Unifor (Req 415001)

Company Name: Bell Canada
Position Profile: 514
Salary Group: 12
Job Location Address:

  • 5115 Creekbank Rd, Mississauga (Ontario); or,
  • 1 Alexander-Graham-Bell, Verdun (Quebec)

Job Status: Regular – Full Time
Number of Positions: 1
Date Candidate Required: November 2023
Application Deadline: November 3, 2023
Name of Contact: Antonella Iasenza (514) 870-8974

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 Business Markets Billing Team is focusing on providing an exceptional customer
experience at every touch-point for service delivery and support to our Business market

The billing client representative is responsible to work the dispute files until complete resolution. The representative must coordinate and work in collaboration with the various internal and external teams to ensure adequate and fast resolution of dispute files.

Job Duties / Accountabilities:

  • Responsible for opening, treating and resolving disputes for different types of services (IS, Professional Services, Broadband, Voice, Data)
  • Analyze billing, customer contracts to determine if errors occurred
  • Contact and assist customers with billing issues until fully resolved
  • Responsible for involving the various internal teams in order to determine the actions to be taken to resolve the dispute
  • Coordinate and lead conference calls with internal and external teams
  • Assure that follow-ups on disputes within tight deadlines
  • Responsible for escalating disputes when required
  • Document the disputes in a clear and concise manner
  • Identify root causes of the errors and escalate them to Billing Manager to address them with respective teams to reduce disputes and credits
  • Work in collaboration with the billing manager

Essential Qualifications / Competencies:

  • Excellent ability to work in a team and in collaboration with different departments
  • Excellent leadership and good ability to take decision
  • Ability to perform multiple tasks simultaneously with changing priorities and tight deadlines
  • Ability to independently resolve errors in processes and achieve efficiency gains
  • Excellent knowledge in billing
  • Excellent sense of organization and analysis
  • Attention to detail
  • Exceptional time management skills
  • Resourcefulness, autonomy, reliability and professionalism
  • Good judgment
  • Enthusiasm and positive attitude
  • Problems solving
  • Ability to adapt to changes
  • Strong work ethic/discipline and integrity
  • Ability to manage stress and deal with ambiguity
  • Excellent verbal and written communication skills
  • Excellent customer service skills
  • Intermediate level knowledge of MS Office; Word & Excel

Preferred Qualifications / Competencies:

  • Bilingualism; English and French
  • Knowledge of different billing platform & applications (BCRIS, ARICS, NM1, NIBS, SAP, SINGLE VIEW, REVCHAIN, SAREPQ, BCT, IRDC, EOM, ON DEMAND, SMARTPATH etc.)
  • Good knowledge of Bell products and services for business customers

Working Conditions:

  • Monday to Friday; normal business hours

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Union
Job Status: Regular – Full Time
Position Level: Unifor – Clerical Associate
Job Location: Canada : Ontario : Mississauga || Canada : Quebec : Verdun
Flexible Work Profile: Remote
Contact Name: Antonella Iasenza
Application Deadline: 11/03/2023

For Workways profiles that are ‘Mobile’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email
will not be accepted.