Account Consultant

At Rogers, we put our customers first in everything we do! We're growing our Customer Experience teams and are looking for team members who are committed to showing our customers and Canadians that we support them through their journey. Our Customer Experience team is enthusiastic, empathetic, and moved to make a difference -we're passionate about people and ready to provide the ultimate customer experience to our customers. At Rogers, we're committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity:

Rogers Business is currently looking for an expert to join the Large Business Support team. This position will report directly to a Manager of Business Customer Service. The Account Consultant is the point of contact for managing non-technical, post installation requests for Large Business customers. The product sets supported include Cable, Business Internet, Business Phone, Advantage products and Business Fibre Internet. They are accountable for providing personalized, professional, and proactive customer communication while completing day two change requests and cancellations.

What you'll be doing:

• Triage incoming customer and internal email requests.

• Answer phone calls from Large Business Customers resolving non-technical requests.

• Liaise with our Large Business Customers and internal teams to ensure all information required to address their request is captured.

• Create and manage Salesforce Case records for customer requests. Route triaged customer requests appropriately for action (if required).

• Address all Large Business Customer MACD (Move, Add, Change, Disconnect) requests to completion.

• Coordinate with internal resources as required to successfully complete the customer's request.

• Provide personalized, professional and proactive customer communication throughout the lifecycle of the case.

• Accurately maintain data integrity.

• Adhere to authentication guidelines for data security.

• Assist in the resolution of escalated situations.

• Continually develop knowledge and understanding of Rogers Business' products and processes.

What you will bring:

• 2-3 years of experience supporting or delivering data and voice services for Rogers Business Customers.

• Minimum two years of Call Centre Experience

• Strong knowledge of telecommunication industry products and services for Rogers Business Customers.

• Demonstrated ability to work in a fast-paced environment.

• The ability to work effectively in a team environment and collaborate with other departments.

• Strong organizational skills, including the ability to plan, coordinate and monitor a significant number of functions simultaneously.

• Extremely professional with excellent interpersonal, relationship, and communications skills. Strong problem solving and decision-making skills

• Excellent team player with the ability to grow relationships with internal and external customers

• Actively participate in meetings, conduct and lead discussions and customer-facing presentations

• Knowledge of telecommunications industry best practices, project management principles and modern business technologies are an asset

• Strong written and verbal communication skills

• Identify process gaps and drive process improvements

• Subject matter expert for all Large Business product and service offerings (coax, satellite, hospitality and fibre)

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal/credit background check and ID verification. ​

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 3636 23 St NE (7804), Calgary, AB
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 319614

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Rogers Business