Job Description

On this project you will be providing frontline customer service and support for internet, home phone and TV customers. You will be answering questions and resolving issues related to billing. In addition to this, you will be tasked with sales and retention opportunities.

What you will do:

• Responding to calls from customers who have questions regarding phone, internet and tv services, billing, account information, password resets, etc.
• Responding via Voice or Chat from customers with account home services i.e.: internet, tv, home phone etc.
• Retain Customers through value-based conversations and offers for all supported business.
• Contribute to business profitability by offering customers account specific deals through up-sell initiatives.
• Documenting customer issues in the client system and updating customer information.
• Following outlines processes to resolve customer technical issues, or complaints, in a timely manner.
• Additional duties as needed, to be discussed during your interview.
• Maintenance of records of End User Customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Contact End User Customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Use assertiveness and negotiation skills when handling End User Customer cancellation requests.
• Escalation of unresolved End User Customer complaints to designated departments for further investigation.

To qualify

• You must have a high school diploma or equivalent.
• 1 year call center experience preferred.
• 1 year sales experience preferred.
• We will pay you to complete online training, but you must commit to attending – 100%, no missed time.
• Be able to complete and pass a background check.
• Fluent in English and French

PRE-REQUISITES:

• Must have reliable high-speed internet - 100 MBPS download & 30 MBPS upload minimum.

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