Advisor OOP

Job Responsibility:

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:

Do you have a passion for being a customer champion and owning their issue by creating customized resolutions that address unique circumstances? Do you want to do what is right for the customer, going the extra mile to deliver a resolution?

If yes, we have an exciting opportunity to share!

The Office of the President team is looking to hire acting Advisors with a potential to extend or become permanent.

This is a great opportunity to gain experience in engaging with customers who are seeking a resolution to their concerns through our Executive team, external consumer protection agencies and regulatory bodies. OOP works cross functionally with internal groups such as Corporate Investigations, Fraud Management, Public Relations, Privacy office, Legal and Frontline Management support.

This is a great opportunity to expand your skillset with all our brands, products, services, and work with the different teams across the organization.

You get to:

• Handle and resolve escalations promptly and efficiently via phone and email.

• Provide support for over 25 sources such as Resolve your concern, frontline management, reception, COMO, social media, CET referrals, Corporate Investigations, Media, Fraud, Investor Relations, Rogers Assist, Executive referrals, Field escalations, Regulatory, Legal, zero tolerance, Rogers employee discount escalations, VIP, BODA, Rogers family, HR, Partner discounts.

• Manage your cases and day independently, with the support of your manager and team members.

• Work cross functionally with internal groups to resolve complex, urgent, and sensitive customer concerns.

• Analyze customer complaints to identify and report on operational processes or employee skill gaps that require improvement.

• Support all Rogers brands (Fido, Chatr, Rogers) and all lines of business including Rogers assets, Blue Jays, real estate, Media, etc.

• Be the final level of escalation within Rogers / Fido and speak on behalf of our Executive Leadership team.

You should have:

• Strong proficiency in Rogers/ Fido products and services.

• Excellent communication skills both written and verbal.

• Core Competencies: Customer Service Orientation, Teamwork and Collaboration, Adaptability, Initiative.

• Ability to work well in high pressure situations and negotiate effectively.

• Self-motivated, work independently, take ownership of their decisions, and thrive with minimal supervision.

• Team player with strong interpersonal skills and professional manner.

• Ability to perform effectively and take initiative in a busy, fast changing environment with excellent organizational, analytical, and problem-solving skills.

• Bilingual language skills (English / French) are preferred.

• Meeting/exceeding all current metrics.

• Please discuss this opportunity with your manager.

The following skills/experience would be an asset:

• Detailed knowledge of Rogers / FIDO brand suite of products, policies, procedures, and systems.

• Prior experience in a customer escalation, 2nd level or concierge type role within the call centre.

• Advance knowledge using Maestro, Vision 21, SGI, OneView and 1Source (e.g. changing price plans, applying promotions and credits, identifying customer products/services and upgrading/down grading services.)

• Knowledge of Rogers / FIDO Terms of Service, Wireless Code of Conduct, and Television Service Provider Code.

As part of the recruitment process, candidates will be required to provide consent for and successfully pass a criminal background check

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: Weekend Length of Contract: Not Applicable (Regular Position) Work Location: Remote, Remote, Remote Travel Requirements: Up to 10% Posting Category/Function: Call Centre Operations & Customer Service / Sales Requisition ID: 318142

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: Customer Experience