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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 are with them all the way. 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. This position allows you to work from home! At Rogers, we're committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity:
We have an exciting opportunity to join our team as a Customer Advisor working out of Montreal or Mississauga.
Our dedicated Customer Advisor team members help our customers tackle any challenge with courtesy and professionalism. You'll fully support and resolve phone inquiries quickly and efficiently, providing an outstanding customer experience both over the phone and through chat support.
Please be advised that we provide service to our customers twenty-four hours a day, seven days a week, 365 days per year, and the successful candidate will be required to work various shifts including evenings, weekends, and statutory holidays.
*Please note: In response to the Covid-19 pandemic, we have temporarily adjusted our Work From Home protocols to include all those required to be onsite to do their work.
A typical day
• Correspond with customers primarily over chat and phone, you will pivot between the two as required
• Provide professional and knowledgeable service while delivering an exceptional customer experience
• Establish strong customer relations with both internal and external customers
• Educate customers in realizing the full benefit of their Shaw products and services
• Promote Shaw’s products and services through identifying customer needs
• Seek out opportunities for additional sales to increase revenue with existing customers
• Complete data input with a high level of speed and accuracy
• Verify rates and codes to ensure accurate customer billing
• Ensure department and individual goals are consistently met
• Represent Shaw in a positive and professional manner
• Various other duties as needed
Your skills/experience
• Minimum 1 year of demonstrated customer service and sales experience within a fast-paced retail, sales and/or call center environment.
• Ability to work flexible shifts including evenings, weekends, and statutory holidays
• Superior verbal and written communication skills in both French and English, including strong grammar and editing skills will be mandatory
• Adaptable to changing priorities and challenging situations with integrity, empathy and sincerity
• Minimum Typing speed of 45-50 WPM with a high degree of accuracy
• Excellent organizational & multi-tasking skills with ability to handle multiple customer chat conversations simultaneously
• Previous chat experience is an asset
• Ability to meet deadlines and input data with high level of speed and accuracy
• Strong selling skills with a demonstrated ability to close the sale
• Strong computer skills including knowledge and proficiency with Microsoft Office (Word, Excel, and Outlook)
• Ability to work independently with the desire to go above and beyond while contributing to your team’s overall success
• Professional business manner
Other details
• This position requires the successful completion of a criminal and credit background check
• Work from Home will be required and so a wired high speed internet connection is a must (minimum 150 Mbps) as well as an adequate workspace at home
• We might return to the office and so it’s important to note this, but for now training will be WFH until further notice
• Where are you hiring? Montreal and Mississauga (location specific)
What’s in it for you:
We believe in investing in our people and helping them reach their potential as valuable members of our winning team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:
- This position offers a competitive salary, performance-based bonus and performance-based salary review
- Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA and Stock matching programs
- 50% off in-market Rogers services & Blue Jays tickets, 25% off Today’s Shopping Choice items, 20% discount on all wireless accessories
- 150 first-year entrance scholarships of $2,500 available for eligible employees and their dependents starting post-secondary studies in the Fall
- Paid time off for volunteering
- Company matching contributions to charities you support
- Growth & Development:
- Expand your skill set and participate in mentorship and leadership development programs
- My Path: self-driven career development program & job shadowing
- Rogers First: priority in applying to internal roles of interest
- Wellness:
- Homewood employee & family assistance program
- Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
- Discounted fitness membership
- 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.
Schedule: [[req_RogersFullPartTime]]
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 2055 Flavelle Boulevard, Mississauga, ON
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 300857
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.
Successful candidates will be required to complete a background check as part of the hiring process.
Posting Notes: Customer Experience
