Delivery Specialist

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

The Delivery Specialist is the point of contact for customers, sales channels, and business support teams, in the delivery of new products and services acquired by SMB segment customers. The product sets supported include Cable, Wireless, (Unison) Unified Communication suite, Business Internet, Business Phone, Business Fibre Internet, IP, IoT, FWA, M365. They are accountable for the successful installation, provisioning, and onboarding of services, including resolution of issues, and support with subject matter expertise.

What you will do:

• Intake, review, track, and process orders and onboarding requests. Ensure pricing and service information is accurate, complete, and in compliance with company policies. Obtain missing information from requesters, public databases, internal references, or through customer contact.

• Work with customers, and internal teams to identify and resolve delivery issues within agreed service levels. As required, coordinate Cable technician access with customers and Rogers' dispatch. Work with provisioning, dispatch, porting, or other internal teams to correct issues on the day of installation or onboarding.

• Support customers, sales channels, and customer service teams with subject matter expertise on clean order submission, direction on services required, and navigation of self-serve applications.

• Meet set performance objectives including and not limited to, service levels; productivity, I AM Service behaviors, quality assurance, and customer satisfaction.

• Accountable for the order fulfillment and implementation of business customer orders, ensuring that orders to cash procedures are executed with a goal of shortening the interval cycle to achieve billing.

• Anticipate and understand potential issues, and work to proactively remove roadblocks across all operational areas to ensure we deliver timely service to the customer.

• Use appropriate judgment to escalate to next levels in a timely manner.

• Manage account changes as required, for installed services during the delivery life cycle.

• Follow and input best practices and processes, train co-workers as required, identify and report process gaps and improvements recommendations, most importantly, transformation and efficiency ideas.

• Maintain knowledge of the Rogers products and services and skill sets required for this role. Advocate and be able to communicate the features and benefits of our products.

• Focus on continuously improving existing service delivery processes, and the customer experience by recommending innovative solutions.
  

What you will bring:

• 2-3 years experience in a telecommunications customer service operation-related field or environment.

• Proven and demonstrated leadership skills, resourceful, innovative, and able to independently make sound critical decisions.

• Knowledge of the following products and services; Business Internet, Business Phone, Business Fibre Internet, Wireless products, Unified Communication, IP, IoT, FWA, M365.

• Business account structure knowledge.

• Excellent knowledge of Microsoft Office, Salesforce, Vision 21, AS400, SGI, EWP, and various portal-based products supported (Unison, RBAM, BSS, etc.).

• Ability to identify and proactively escalate potential business issues or challenges.

• Excellent and proven demonstration of customer service skills, and relationship management with internal teams.

• A strong sense of teamwork and willingness to work in an ever-changing environment.

• Demonstrated excellent communication skills, with technical and management staff, both verbal and written.

• Business acumen and professional approach.

• Excellent time management and prioritization skills including to the ability to multi-task and demonstrate urgency.

• High level of attention to detail and excellent follow up skills.

• Innovative, resourceful, adaptable to change, and positive attitude.

What's in it for you:

We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you'll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus

• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs

• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores

• Paid time off for volunteering

• Company matching contributions to charities you support

• Growth & Development Opportunities:

  • Self-driven career development programs (E.g. MyPath program)

  • Rogers First: priority in applying to internal roles of interest

• Wellness Programs:

  • Homewood employee & family assistance program

  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions

  • Low or no-cost fitness membership with access to virtual classes

• Our commitment to the environment and diversity:

  • Work for an organization committed to environmental protection

  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

This is a hybrid work position and will require you to be in office three days per week. In office days are mandated to Tuesday, Wednesday, Thursday.

If you are selected to move forward in the recruitment process, here is what you can expect:

• 15-minute phone screen with your recruiter, 1-hour virtual interview with Hiring Manager, 30-minute final round virtual interview with Director of the team. Best of luck!

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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 background check. Additionally, a credit check and drivers abstract may be required depending on the role.

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: Project Management & Coordination
Requisition ID: 316139

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