Level 3 Communications Customer Relations Consultant in Quebec, Canada
Essential Duties 1. Assists with escalations pertaining to orders and trouble tickets and drives timely resolution on behalf of the customer. 2. Collaborates with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal. Provides training to customers in order to drive consistent use of the company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal. 3. Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests. Which include but is not limited to reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts. 4. Owns and manages customer communications or escalations pertaining to orders and trouble tickets. Provides status and drives timely resolution on behalf of the customer. Actively manages service activation and service assurance to customers via conference call, emails and phone calls. Addresses customer requests, complaints and issues in a timely manner. 5. Responsible for maintaining a customer profile on our major accounts that are used for the education of the customer care team, determining customer needs and requirements and obtaining clear vision of the account from a high level. Ensure customer P&Ps are kept up to date to ensure customer expectations are exceeded. 6. Participate in monthly service reviews with customers to discuss service results and communicate actions that will improve results and exceed targeted revenue.
Basic Qualifications Minimum skills required to perform in this role. TBD
Preferred Education, Skills and Experience Education and Experience 7. Experience: <2 yrs 8. Education Level: Associate's Degree 9. Field Of Study: Telecommunications, Business, or related field 10. Attention to detail with good organizational capabilities. 11. Ability to prioritize with good time management skills.
Knowledge, Skills or Abilities 12. Bilingual required (French and English) Tri lingual preferred 13. Bachelor's degree preferred 14. Minimum of 2 years related customer service experience in the telecommunications industry 15. Must demonstrate project management experience in planning and organizing data from various sources into concise, relevant information 16. Must have keen attention to detail 17. Must be self-directed, understand the requirements and take the initiative to complete tasks or assignments with little or no direction 18. Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations 19. Ability to focus and deliver proactively in a dynamic, multi-tasking, fast-paced environment 20. Ability to work effectively in diverse groups 21. Demonstrated ability to direct the work of other functional organizations 22. Demonstrated ability to influence and collaborate across organizational boundaries 23. Excellent interpersonal, verbal and written communication skills 24. Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint 25. Team player with a great passion to succeed 26. Must work effectively under pressure; organizing multiple tasks and projects in an ever changing environment 27. Effective problem solving and troubleshooting skills
Job: *Operations / Service Delivery
Title: Customer Relations Consultant
Location: Canada-Quebec-Montreal-CA:Montreal:1140 De Maisonneuve W
Requisition ID: 36385